Customer Excellence Lead

About the role

We are looking for a Customer Excellence Lead to own the day‑to‑day relationship with the carriers, ISPs and enterprise buyers that use our bandwidth marketplace. You will ensure partners receive real value, anticipate issues before they become churn risks and act as the trusted point of contact when anything goes wrong.

Key responsibilities

• Manage a portfolio of partner accounts, acting as the primary liaison between the partner and our product, billing and engineering teams.
• Monitor usage patterns, detect drops or anomalies and proactively reach out to partners to resolve issues.
• Guide partners through billing inquiries, technical questions and platform navigation.
• Escalate recurring problems and provide actionable feedback to the product team.
• Develop and improve support processes to increase partner satisfaction and retention.

Required profile

• Proven experience in customer support, account management or customer success at a technical or platform‑focused company.
• Ability to hold technical conversations with partners without needing an engineer as an interpreter.
• Proactive mindset – you spot problems early and act before they are reported.
• Excellent written and verbal communication, clear and direct.
• Highly organized, able to manage multiple accounts without gaps.
• Willingness to work on‑site in Nairobi initially, with a hybrid work arrangement thereafter.
• Nice‑to‑have: background in telecom, ISP or related infrastructure sectors; experience building or refining support processes.

Required skills