Customer Service Supervisor

This role requires a hands-on leader who can effectively manage performance, handle escalations, oversee workforce planning, and maintain high service standards in a fast-paced 24/7 customer support environment. Employment Type: Full-time Reporting to: Frontline Support Manager Location: Kenya Role Overview We are looking for a proactive and results-driven Customer Service Supervisor to lead and support our frontline customer service team. The successful candidate will be responsible for driving service excellence, coaching and developing agents, managing day-to-day operations, and ensuring customer service targets are consistently achieved. This role requires a hands-on leader who can effectively manage performance, handle escalations, oversee workforce planning, and maintain high service standards in a fast-paced 24/7 customer support environment. Key Responsibilities 1. Team Leadership and Performance Management • Lead, motivate and develop a team of Customer Service Agents to achieve individual and team performance targets • Monitor and manage key performance indicators (KPIs), including SLA, quality, productivity and customer satisfaction metrics. • Conduct regular coaching sessions, performance reviews and development discussions. • Support probation reviews and performance improvement initiatives where required. • Prepare and present weekly and monthly performance reports. 2. Workforce Planning and Operational Management • Coordinate shift schedules, attendance management and leave planning to ensure adequate coverage across all customer support channels. • Monitor workforce adherence and productivity throughout the day. • Ensure effective shift handovers and continuity of service across a 24/7 operation. • Support queue management and workload distribution to maintain service levels. 3. Customer Service & Escalation Management • Act as the first point of escalation for complex customer issues and complaints. • Ensure customer queries are resolved in a timely, professional and customer-focused manner. • Identify recurring customer issues and work with management to implement improvements. • Support complaint management and root cause analysis activities. 4. Quality Assurance & Continuous Improvement • Conduct quality reviews across calls, chats and emails. • Provide feedback and coaching to improve service quality and consistency. • Identify training needs and support the delivery of ongoing learning initiatives. • Promote best practices and continuous improvement across the team. 5. Operational Oversight • Ensure effective use of Freshdesk, communication platforms and other operational systems. • Monitor ticket queues to ensure timely assignment, follow-up and resolution of customer issues. • Support operational activities such as refund approvals, escalation tracking and service recovery actions where required. • Maintain accurate records relating to team performance, training and operational activities Qualifications & Experience • Bachelor’s degree or equivalent qualification. • Proven experience in a Customer Service Supervisor, Team Leader or Contact Centre leadership role. • Strong understanding of customer service operations, service levels and performance management. • Experience managing teams in a fast-paced environment. • Excellent coaching, communication and problem-solving skills. • Experience using customer support platforms such as Freshdesk, Zendesk or similar systems. • Strong analytical and reporting skills. • Ability to work effectively in a 24/7 operational environment

• This role requires a hands-on leader who can effectively manage performance, handle escalations, oversee workforce planning, and maintain high service standards in a fast-paced 24/7 customer support environment. • Team Leadership and Performance Management • Lead, motivate and develop a team of Customer Service Agents to achieve individual and team performance targets • Monitor and manage key performance indicators (KPIs), including SLA, quality, productivity and customer satisfaction metrics. • Conduct regular coaching sessions, performance reviews and development discussions. • Support probation reviews and performance improvement initiatives where required. • Prepare and present weekly and monthly performance reports. • Workforce Planning and Operational Management • Coordinate shift schedules, attendance management and leave planning to ensure adequate coverage across all customer support channels. • Monitor workforce adherence and productivity throughout the day. • Ensure effective shift handovers and continuity of service across a 24/7 operation. • Support queue management and workload distribution to maintain service levels. • Customer Service & Escalation Management • Act as the first point of escalation for complex customer issues and complaints. • Ensure customer queries are resolved in a timely, professional and customer-focused manner.