Customer Service Supervisor
AI summary
A full-time Customer Service Supervisor role with an anonymous employer in Kenya, leading a frontline support team in a fast-paced 24/7 environment. The position focuses on performance management, escalations, workforce planning, and service quality. Candidates need a bachelor’s degree and proven supervisory or contact centre leadership experience.
- Full-time role reporting to the Frontline Support Manager
- Leads, coaches, and develops a team of Customer Service Agents
- Manages KPIs, SLAs, quality, and customer satisfaction metrics
- Handles escalations and root cause analysis for complex issues
- Requires a bachelor’s degree and supervisory experience
- Experience with Freshdesk, Zendesk, or similar platforms preferred
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists Confidential. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in call_center, part_time, entregadorThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe 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 Supervisor evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Anonymous Employer and the role in Not specified.
- Add concrete examples related to call_center, part_time, entregador, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from BrighterMonday Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
Source and safety check
- BrighterMonday 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 Supervisor role in call_center, part_time?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Anonymous Employer before the interview.
Ask what the first priorities will be in the role and how success will be measured.
Similar jobs to consider
Use AI to apply better
After confirming the original source, use Career Assistant to check role fit, tailor your CV and prepare a cover letter or employer message.
Original source description
- Customer Service Supervisor
- Anonymous Employer
- Customer Service & Support
- 1 month ago
- Easy apply
- Kenya
- Full Time
- Confidential
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- Job summary
- 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.
- Min Qualification:
- Bachelors
- Language Requirement:
- English
- Working Hours:
- Full Time - 8 to 5
- Applicant
- Location:
- Kenya
- Job descriptions &
Requirements
Location: Kenya
Employment Type: Full-time
Reporting to: Frontline Support Manager
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
- 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.
- 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.
- 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.
- 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.
- 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
Experience
- Bachelor’s degree or equivalent qualification.
- Proven
- Strong understanding of customer service operations, service levels and performance management.
- Excellent coaching, communication and problem-solving skills.
- Strong analytical and reporting skills.
- Ability to work effectively in a 24/7 operational environment