Customer Support Team Lead

This is a fully remote position, open to applicants in Kenya.

📋 Description

• Develop the shift schedule and on-call rotation to ensure coverage at all times, including evenings and weekends, with designated backups.

• Conduct daily standup meetings to review yesterday's SLA achievements and failures, discuss all escalations, and address any tasks that fell off the queue.

• Facilitate the onboarding and certification of new representatives; no one will engage with the live queue until they have successfully completed a drill-based certification.

• Manage the weekly quality audit and provide coaching based on the findings.

• Uphold the essential standards: no ticket means no work; every response must conclude with a next step, designated owner, and timeframe; SLAs commence from the creation of the ticket; nothing is deemed "handled" until verified.

• Maintain trust between tiers; any poor handoff that negatively impacts a CSM should be resolved on the same day.

• Act as the escalation point for representatives who are uncertain, and serve as a safety net during emergencies.

• Keep the routing playbook and templates updated as real issues reveal gaps in the process.

• Take ownership of the support dashboard and present findings during the weekly operations review.

• Identify trends early; if there is an uptick in cancellations or specific issues, you will often be the first to notice.

⛳️ Requirements

• A minimum of 4 years in customer support/service, with at least 1 year in a leadership or coaching role.

• Exceptional written English skills and a high standard for team communications.

• Practical experience with SLAs, queues, and support performance metrics.

• Fair, structured, and consistent in coaching; you maintain standards without resorting to micromanagement.

• Calm and decisive when handling escalations.

• Proficient in managing a dashboard and comfortable presenting to senior leadership.

• Reliable home internet connection, a professional remote workspace, and backup connectivity solutions.

🏝️ Benefits

• Competitive salary and performance incentives.

• Opportunities for professional development and career advancement.

• Flexible work environment, promoting work-life balance.

• Comprehensive health and wellness benefits.