Customer Service Supervisor

About the role

We are seeking a proactive, results‑driven Customer Service Supervisor to lead our frontline support team in Kenya. You will be responsible for driving service excellence, coaching agents, and ensuring that our 24/7 customer support targets are consistently met.

Key responsibilities

• Lead, motivate and develop a team of Customer Service Agents to achieve performance targets.
• Monitor and manage KPIs such as SLA, quality, productivity and customer satisfaction.
• Conduct coaching sessions, performance reviews and support probation and improvement plans.
• Coordinate shift schedules, attendance and leave planning for 24/7 coverage.
• Handle escalations, resolve complex customer issues and oversee complaint management.
• Conduct quality reviews of calls, chats and emails and provide feedback.
• Identify training needs and support ongoing learning initiatives.
• Utilise Freshdesk and other operational systems to manage ticket queues and service recovery.

Required profile

• Proactive and results‑driven attitude.
• Experience leading a customer service or call‑center team (minimum 1 month).
• Ability to manage performance, KPIs and workforce planning.
• Strong communication and coaching skills.
• Comfort working in a fast‑paced, 24/7 environment.

Required skills

• Freshdesk