Support Specialist providing account and technical support for Medbridge's software solutions used by healthcare providers. Collaborating with clients and internal teams to enhance user experience and troubleshoot issues.
About the role
- Lead Customer Service Team for poa! internet, enhancing customer experience across channels in a hybrid role. Drive operational efficiency and performance while fostering team accountability and growth.
Responsibilities
- 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
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
- Fluency in Kiswahili and English, with strong communication skills in both
Benefits
- Medical cover
- Airtime allowance
- Home wi-fi allowance
- Career growth opportunities
- Exciting work environment and culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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