Background information about the job or company (e.g., role context, company overview)

We believe EVERYONE in the world deserves access to the internet and affordable communications. Communications have an incredibly positive impact on improving the lives of individuals and accelerating the economic and social growth of developing countries; yet 4.4 billion people around the world are still unconnected and many more are poorly serviced. ...

Job Purpose

Lead and coach a high-performing team of Customer Service Representatives to deliver fast, consistent, and exceptional support across all customer channels. Drive service excellence, operational efficiency, and adherence to performance standards in a high-volume, shift-based environment.

Responsibilities or duties

• Lead the consistent delivery of a high-quality customer experience across all channels, including voice, chat, email, WhatsApp, and social media.
• Act as the point of contact for escalated customer issues, ensuring timely, empathetic, and effective resolution while guiding team members through complex cases.
• Monitor real-time dashboards, queues and proactively guide team members to hit daily KPIs.
• Lead daily pre-shift briefings and individual group meetings to align the team on targets, and communicate updates, disruptions or changes.
• Support team members with live escalations, troubleshooting, and difficult customer interactions in real time.
• Conduct regular coaching sessions, QA reviews, and performance check-ins to develop agent skills and address performance gaps.
• Collaborate with cross-functional teams to enable end-to-end customer resolution.
• Identify trends in customer queries and recommend changes to scripts, standard operating procedures ( SOPs), or tools to enhance service delivery.
• Uphold and foster a culture of excellence, accountability, and customer obsession within the team.

Qualifications or requirements (e.g., education, skills)

Minimum Qualifications, Regulatory and Legal Requirements

• 2–3 years’ experience in a fast-paced inbound customer service environment, including at least 1 year in a team leadership role.
• Bachelor’s degree or Diploma in Communications, Public Relations, or any other relevant field.
• Demonstrated experience managing shift-based teams of 5–12 agents, with a strong focus on performance monitoring, coaching, and reporting.
• Strong digital literacy, including CRM, Workforce Management Systems and social media platforms.

Competencies and Attributes

• Strong team leadership with proven coaching and mentoring capability.
• Clear, empathetic verbal and written communication.
• Strategic problem-solving with strong attention to detail in issue diagnosis and resolution.
• Effective time management, with the ability to prioritise, delegate, and drive accountability.
• Calm, composed decision-making in high-pressure or escalated situations, with proven conflict resolution ability.
• Collaborative and proactive in working across teams to resolve issues.
• Flexibility to work rotating shifts, including evenings, weekends, and public holidays.
• Fluency in Kiswahili and English, with strong communication skills in both.

• Lead the consistent delivery of a high-quality customer experience across all channels, including voice, chat, email, WhatsApp, and social media.
• Act as the point of contact for escalated customer issues, ensuring timely, empathetic, and effective resolution while guiding team members through complex cases.
• Monitor real-time dashboards, queues and proactively guide team members to hit daily KPIs.
• Lead daily pre-shift briefings and individual group meetings to align the team on targets, and communicate updates, disruptions or changes.
• Support team members with live escalations, troubleshooting, and difficult customer interactions in real time.
• Conduct regular coaching sessions, QA reviews, and performance check-ins to develop agent skills and address performance gaps.
• Collaborate with cross-functional teams to enable end-to-end customer resolution.
• Identify trends in customer queries and recommend changes to scripts, standard operating procedures ( SOPs), or tools to enhance service delivery.
• Uphold and foster a culture of excellence, accountability, and customer obsession within the team.

• Strong team leadership with proven coaching and mentoring capability.
• Clear, empathetic verbal and written communication.
• Strategic problem-solving with strong attention to detail in issue diagnosis and resolution.
• Effective time management, with the ability to prioritise, delegate, and drive accountability.
• Calm, composed decision-making in high-pressure or escalated situations, with proven conflict resolution ability.
• Collaborative and proactive in working across teams to resolve issues.
• Flexibility to work rotating shifts, including evenings, weekends, and public holidays.
• Fluency in Kiswahili and English, with strong communication skills in both.
• Strong digital literacy, including CRM, Workforce Management Systems and social media platforms.

• Bachelor’s degree or Diploma in Communications, Public Relations, or any other relevant field.
• Demonstrated experience managing shift-based teams of 5–12 agents, with a strong focus on performance monitoring, coaching, and reporting.