Customer Service Supervisor

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