ATS - Applicants Tracking System

Simply Intuite.

Customer Support Lead

FullTime Kenya, Nairobi Posted 01/03/2023, 1 year ago

Industry: Service

Role: Customer service

Salary Range: Confidential

Closing: 24/03/2023

Client: Confidential

Position: Customer Support Lead

Location: Nairobi.

Reporting to: Customer Service Manager


Our client  who is in the high-tech space offering global technical services is looking for a Customer Support Lead to join their vibrant team in Nairobi.


  • Respond  to any queries and requests regarding emerging problems that our clients  and stakeholders might face, with accuracy and efficiency.
  • Responding to incoming calls and providing accurate, valid, and complete information to clients and other stakeholders using the right methods/tools within the  stipulated timeframes.
  • Ensures that the team members’ performance contributes to the company's goals and enhances the user experience.
  • Identifying service level gaps and taking appropriate action to enable them to deliver the expected quality.
  • Support employee development by providing detailed feedback.
  • Identifying gaps in performance and knowledge for new and old team
  • Submit relevant daily team performance reports as per the company standards.
  • Capturing individual performance on the system and analyzing the same to ensure adherence to expected quality.
  • Monitoring work progress to ensure that deadlines are met and that quality standards are upheld.
  • Respond to incoming chats and provide accurate/valid/complete informational updates to clients.
  • Identify, organize, prioritize, and process user requests through the system.
  • Collect and verify all user documents and information.
  • Maintain a high level of professionalism to increase and maintain a high level of customer satisfaction.




  • Bachelor’s degree in marketing or      another business-related field or equivalent experience in a similar role.
  • At least 5-years’ experience in Customer      Service related roles



  • Excellent communication (oral/writing) and presentation skills
  • Excellent communication, creative, organizational, and decision-making skills.
  • Self-driven, results-oriented, and positive team player.
  • Ability to thrive in a  multitasking environment and can adjust priorities on the fly.
  • Ability to respond promptly and prioritize workload effectively based on the needs of customers.
  • Keen attention to detail and effective time management skills
  • Eager to learn, adapt and collaborate at all levels.