Job in Kenya
Customer Service Manager
CountyNairobiCityNairobiContractFull TimePosted2026-08-22Close dateNot specifiedExperience5 yearsSourceJobWeb Kenya
customer service managercustomer servicefintechnairobikenyafull timeremote hybridcall centercrmpeople managementcall_centerinternship
AI summary
Givva Wealthtech Limited is hiring a Customer Service Manager in Nairobi to lead its customer service department, drive a customer-centric culture, and oversee onboarding, escalations, and remote/hybrid teams. The role requires a bachelor's degree, at least five years of customer-service experience, and strong leadership, call-center, and CRM skills within a fintech environment.
- Senior customer-service leadership role in a Kenyan fintech company
- Oversees onboarding, escalations, and remote/hybrid teams
- Requires 5+ years of customer-service experience and proven people-management skills
- Needs strong call-center, CRM, and reporting capabilities
- Fintech, financial-products, and regulatory-compliance knowledge expected
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required5+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in call_center, internship, entregadorThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Service Manager evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Givva Wealthtech Limited and the role in Nairobi.
- Add concrete examples related to call_center, internship, entregador, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from JobWeb Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- JobWeb Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Service Manager role in call_center, internship?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Givva Wealthtech Limited before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Key
Responsibilities
- Manage customer service department and operations while driving a customer-centric culture across the business, ensuring all clients and partners receive timely and quality support.
- Evaluate and optimize workforce capacity and skills, ensuring proper staffing and role alignment to deliver best-in-class customer support across Givva’s diverse financial products and services.
- Ensure clients are served within agreed timelines by developing, reviewing, and refining service processes and policies to maximize customer satisfaction and regulatory compliance.
- Handle escalated issues, including emerging service disruptions, system outages, or high impact customer complaints, ensuring follow-through and clear feedback to frontline teams.
- Review and approve outgoing customer communications, ensuring clarity, accuracy, and alignment with Givva’s brand voice and regulatory standards.
- Oversee customer onboarding operations, leading the onboarding team to deliver smooth, efficient, and customer-satisfying experiences.
- Analyze customer trends and performance data to inform operational adjustments, enhance service delivery, and align processes with evolving client needs.
- Champion people management, ensuring compliance with policies, performance monitoring, and corrective action (including disciplinary processes where necessary).
- Drive engagement and inclusion across 100% remote and hybrid teams through structured feedback loops, communication, and motivational strategies.
- Collaborate with leadership and cross-functional teams to enhance internal and external customer satisfaction, boosting Net Promoter Score (NPS) and Customer Effort Score (CES).
- Ensure accurate and timely reporting, delivering daily, weekly, and monthly performance dashboards on campaigns, SLAs, escalations, and customer insights.
Requirements
- Bachelor’s degree in Business, Finance, Management, or related field (Master’s or professional customer service certification is an added advantage).
- A minimum of 5 years’
Experience
- in customer service.
- Proven leadership and people management skills, with
- managing large teams.
- Strong background in call center operations, workforce optimization, process development, and cost control.
- Expertise in handling escalations, system outages, and high-impact customer complaints.
- Proficiency in CRM systems, call center tools, and reporting dashboards, with strong analytical and reporting skills.
- Excellent communication and stakeholder management skills, with the ability to collaborate across departments.
- Knowledge of fintech operations, financial products and regulatory compliance requirements.
Source and provenanceSource: JobWeb Kenya. Last checked: 2026-09-14.Kazi Connect is a job discovery service, not the employer. Always confirm the vacancy at the original source.Summaries may be AI-assisted. Report inaccurate content.
Never pay to apply. Always confirm the original source and watch for payment requests, sensitive document requests, or unrealistic promises.