Customer Service Team Leader

About the role

Serves as the brain of the front‑line service team, overseeing complex cases, quality assurance and on‑site operations for Cobetwin Technical Limited in Nairobi.

Key responsibilities

• Take full ownership of complex issues, severe complaints and high‑risk cases escalated by CS Officers and deliver final solutions within SLA timelines.
• Exercise approval authority for refunds and compensations within defined limits and conduct daily call/chat quality inspections, generating performance reports.
• Manage team scheduling, attendance and emergency response during system downtimes to ensure service continuity.
• Conduct preliminary fact‑finding on high‑risk cases such as fraud or financial disputes before forwarding to the Business Director.
• Translate HQ SOPs into practical local language scripts and lead drill sessions for CS Officers.

Required profile

• Minimum 12 months experience in customer service or call‑center environment.
• Mid‑level qualification with ability to make decisions on refunds and compensations.

Required skills

• Strong knowledge of escalation handling and quality assurance processes.
• Ability to manage team schedules and respond to system emergencies.