Location: Nairobi

Experience: 2 - 4 Years

Job Summary

We are seeking a Customer Support Lead to oversee our customer support operations and ensure that every customer who interacts with Cherehani feels heard, respected, and supported throughout their journey with our products and services.

Key Responsibilities

1. Manage and optimize our customer support channels.
2. Act as the final point of resolution for complex issues.
3. Monitor and respond to queries across all customer support channels.
4. Develop Standard Operating Procedures (SOPs) for common issues.
5. Regularly summarize customer pain points and present them to the Sales & Marketing Lead and the Product Team to improve the experience.
6. Maintain a clean database of customer interactions.
7. Listen to calls and review WhatsApp chats to ensure the tone remains helpful, empathetic, and professional.

Requirements

1. 2-4 years in a customer-facing role.
2. Fluent in English and Swahili.
3. Experience with CRM tools.

What We Offer

1. Competitive compensation
2. Opportunities for professional growth
3. Supportive and collaborative culture

How to Apply

Submit your CV and cover letter to careers@cherehani.org

Subject: Customer Support Lead