Customer Support Manager

What we are looking for

Your mission is to manage our biggest and most customercentric team of all Customer Support. You will manage a team of 10 (and growing) Customer Support Reps to ensure that our customers get a white glove service. This role will need you to deep dive into our Customers Issues to build and evolve the team into one that not just meets our customers expectations but also differentiates us from our competitors! You will need to exercise your Process Management Project Management and People Management muscles in this role to build a team that will scale and grow with the business.

What does the job involve

• Lead the recruitment training and development of a highperforming customer support team ensuring alignment with organizational objectives and values.
• Implement and optimize lean operational processes and workflows to enhance team efficiency and customer satisfaction.
• Utilize data analytics and performance metrics to assess team performance identify trends and implement strategic improvements.
• Drive continuous improvement initiatives to enhance the quality and effectiveness of customer support operations.
• Manage and prioritize projects related to process improvements system enhancements and operational changes ensuring timely delivery and alignment with business goals.
• Foster a collaborative and inclusive team culture providing guidance support and mentorship to team members.
• Act as a change agent effectively communicating and managing organizational changes and initiatives to minimize disruption and maximize team engagement.
• Collaborate crossfunctionally with other departments such as product development sales and marketing to ensure seamless integration and alignment of customer support activities with broader organizational objectives.

Qualifications

• Proven experience in operations management particularly in building and optimizing teams that deal with high volumes.
• Proficiency in data analysis and ability to derive actionable insights to drive decisionmaking and continuous improvement.
• Demonstrated project management skills including the ability to effectively manage projects and guide teams through change.
• Excellent interpersonal and communication skills with the ability to empathetically lead and motivate team members.
• Sound judgment and decisionmaking ability especially in challenging situations such as performance management and team dynamics.
• Ability to maintain a balance between enforcing quality standards and fostering a supportive and inclusive team culture.

Benefits

• 35 Days Off: Enjoy an amazing 35 days of holidays to unwind and explore.
• Birthday Leave: Celebrate your special day with a bonus day off to take off in that month
• Learning Budget: Fuel your growth with $1000 annually for learning and development.
• Free Lunch: Everyday thats it!
• Monthly Birthday Party: Join fun social events every month to celebrate achievements milestones and birthday across the month

This role is Onsite in Nairobi.