Customer Support Leader

About the role

We are seeking a Customer Support Leader to own the end‑to‑end experience for every order placed through our WhatsApp, voice and online channels across all merchants using TamuPOS. The role is full‑time, based on‑site in Nairobi and will drive the support team to deliver fast, AI‑enhanced service.

Key responsibilities

• Manage and improve the customer journey for orders received via WhatsApp, voice and web platforms.
• Lead a team of support agents, set performance targets and ensure high satisfaction scores.
• Integrate AI tools to automate routine queries and streamline issue resolution.
• Handle escalated technical support cases, troubleshoot problems and coordinate with product teams.
• Collect and analyse customer feedback, produce reports and implement continuous‑improvement initiatives.

Required profile

• Demonstrated success in customer support and delivering excellent service outcomes.
• Strong passion for applying AI solutions in daily work.
• Excellent interpersonal and leadership abilities.
• Experience in technical support and problem‑solving under pressure.
• Analytical mindset to evaluate feedback and drive improvements.
• Bachelor’s degree in Business Administration, IT or related field preferred.

Required skills

• Proficiency with common support tools and CRM software.