Frontline Support Manager – Customer Service Lead

About the role

The Frontline Support Manager will lead the Customer Service function at our Nairobi office, ensuring smooth daily operations and delivering excellent customer experiences. Reporting to the Head of Operations Kenya, you will oversee frontline teams, manage resources, and act as the primary operational contact for the office.

Key responsibilities

• Lead daily performance planning and oversee resource management to ensure smooth operations.
• Supervise the resolution of escalated customer inquiries and complaints.
• Collaborate with QA and supervisors to evaluate call quality and uphold service standards.
• Provide coaching, direction, and feedback to team members to strengthen customer satisfaction and performance.
• Implement performance improvement plans and training initiatives to address skills gaps.
• Serve as the communication bridge between management and the customer service team.
• Approve the team supervisor’s timesheets on Factorial.
• Own Customer Service performance against KPIs such as SLA, FRT, ART, CSAT, Quality and Productivity.
• Lead workforce planning, shift management and capacity planning for all contact channels.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.

Required profile

• Minimum of 1 month experience in customer service or support management.
• Proven ability to lead and coach frontline teams.
• Experience with workforce planning, shift management and queue monitoring.
• Strong communication skills to act as a bridge between management and staff.

Required skills

• Factorial (timesheet management)