QSSK-OPERATIONS AND CUSTOMER SUCCESS COORDINATOR- VIRTUAL

JOB TITLE: OPERATIONS & CUSTOMER SUCCESS COORDINATOR (VIRTUAL)

About This Job:

Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda Kenya Tanzania Rwanda and South Sudan.

On behalf of our client we are looking for a competent skilled and experienced Operations & Customer Success Coordinator to work in Nairobi Kenya.

Job Purpose

This role is the operational backbone of the organization: keeping subscribers well served internal operations organized and the leadership team free to focus on growth. It suits someone who enjoys technology thrives on variety and is comfortable being the first point of contact across platform administration customer support partner coordination and executive assistance.

Key Responsibilities

1. Platform & Quality Administration

Monitor new subscriber registrations and review profiles for completeness accuracy and quality.

Administer user accounts and support verification workflow processing.

Run routine QA checks across the platform and monitor content quality and consistency.

Test new features pre-release; log track and escalate bugs to the development team until resolved.

Maintain administrative dashboards and operational records.

2. Subscriber Support

Respond to subscriber enquiries (email chat phone) within agreed service-level times.

Support registration onboarding and profile-completion queries; handle subscription and verification-related questions.

Track unresolved issues to resolution and escalate complex technical matters appropriately.

Maintain accurate customer interaction records; identify recurring issues and recommend fixes.

3. Partner & Supplier Coordination

Onboard new marketing partners and suppliers including documentation and scheduling.

Maintain the partner/supplier database procurement records and contract renewal tracker.

Follow up on supplier deliverables and coordinate related meetings.

Support campaign administration and assist with webinars and promotional events.

4. Executive Support

Manage executive calendars scheduling and travel coordination.

Prepare agendas take minutes and track action items to completion.

Prepare reports and presentations; maintain executive filing and company documentation.

Support board and management meeting logistics.

5. Operations & Reporting

Maintain operational trackers SOPs and digital filing systems.

Prepare weekly and monthly operational reports and subscriber statistics using Excel.

Analyze customer support trends and marketing/onboarding performance to inform decisions.

Support compliance activities and document approval workflows.

Identify opportunities for process improvement and automation (including AI tools).

Education

Diploma or Bachelors degree in Business Administration Commerce Marketing Information Systems Communications or a related field.

Experience

25 years experience in administration customer success operations executive support or office management.

Experience at a technology company or startup is an advantage.

Technical Skills

Proficiency in Microsoft Office: Word Excel (intermediateadvanced) PowerPoint Outlook.

Experience with collaboration tools: Teams Google Meet Zoom Google Workspace.

Familiarity with CRM/customer support platforms (advantageous).

Experience with cloud document management and AI productivity tools (ChatGPT Copilot or equivalent).

Basic website administration skills are advantageous.

Core Competencies

Strong attention to detail catches errors maintains accuracy delivers consistent quality.

Excellent organisation skills manages competing priorities calmly and methodically.

Professional written and verbal communication skills.

Technology mindset an early adopter who enjoys new tools and smarter workflows.

Ability to work independently own problems and propose solutions.

Genuine customer focus invested in subscriber experience.

Analytical thinking comfortable with data trends and recommendations.

Adaptability comfortable with responsibilities evolving as the business grows.

Discretion handles sensitive company and subscriber information with sound judgement.

Working Arrangement

80% remote; own reliable laptop smartphone and stable high-speed internet required.

Suitable home working environment.

Able to work independently with minimal supervision within agreed business hours.

Available for in-person meetings in Nairobi approximately once a month more often if needed.

Interested and qualified applicants should submit their applications through the link below.

Note: Only shortlisted applicants will be contacted.

Q-SOURCING SERVTEC IS AN EQUAL OPPORTUNITY EMPLOYER. ANY SOLICITATION WILL LEAD TO DISQUALIFICATION.