Customer Support Lead

About the role

The Online Operations Lead owns the end‑to‑end customer experience for every order placed through WhatsApp, voice and online channels across all merchants using TamuPOS. This is a full‑time, on‑site position based in Nairobi, where you and your team act as the human safety net behind AI agents, ensuring orders are fulfilled correctly and on time.

Key responsibilities

• Manage the customer experience for orders received via WhatsApp, voice and web platforms.
• Lead a team of support agents, providing guidance and escalation support.
• Resolve issues related to orders, payments, deliveries and customer expectations.
• Monitor and analyse customer feedback, generate reports and drive improvement initiatives.
• Collaborate with product and engineering teams to address technical problems.

Required profile

• Proven track record in customer support and delivering high satisfaction outcomes.
• Strong interpersonal and leadership abilities with clear communication skills.
• Experience in technical support and troubleshooting.
• Analytical mindset to evaluate feedback and implement improvements.
• Bachelor’s degree in Business Administration, IT or a related field (preferred).

Required skills

• Proficiency with common support tools.
• Experience using CRM software.

What we offer

• Opportunity to shape the customer experience in an AI‑driven startup.
• Collaborative, fast‑moving environment focused on hospitality and retail sectors.
• Competitive compensation and professional growth prospects.