Associate Lead, Customer Operations

About the role

The Associate Lead, Customer Operations will partner with the Customer Operations Manager to shape strategy, drive daily execution and ensure high‑quality service delivery across all pods. This full‑time position is based in Nairobi and focuses on optimizing workflows, managing performance and scaling the team.

Key responsibilities

• Run daily, weekly and monthly routines, including performance reviews and sync meetings with Senior Associates and the wider team.
• Set staffing levels, manage capacity and oversee performance reviews, promotions and career path planning for Senior Associates.
• Lead hiring for pods, define roles, conduct interviews and maintain a talent pipeline.
• Own metrics such as Qualification Accuracy, booking rate, confirmation rate and show rate, delivering daily and weekly reporting.
• Handle second‑line escalations, complex customer cases and high‑value seller disputes.
• Collaborate with Sales, Yard Operations, Marketing, Product and Finance to resolve cross‑functional challenges.

Required profile

• 4+ years in customer operations, contact centres or customer experience.
• 2+ years managing senior associates or multiple teams, including performance management.
• Proven ability to analyse conversion funnels, plan staffing and work with senior leadership on operational plans.
• Strong reporting and data‑analysis capabilities.

Required skills

• Experience with CRMs (e.g., Zoho CRM).
• Familiarity with call‑center tools, workforce‑management software and reporting dashboards.