Job Description

Senior Supervisor – Customer Service (Band 3) | Nairobi

Role Overview

As a Senior Supervisor – Customer Service, you will lead a team of Supervisors and frontline colleagues to deliver high-quality, customer-centric service across multiple channels. You are accountable for operational performance, team engagement, and continuous improvement, while supporting strategic transformation initiatives and business growth.

You will act as a key operational leader, translating business priorities into execution, driving efficiency, and ensuring a consistent, high-quality customer experience.

This role reports to the Head of Customer Service / Operational Leader.

Key Responsibilities

1. Operational Delivery & Performance

  • Own delivery of KPIs, SLAs, quality, and customer experience metrics (incl. NPS)
  • Oversee capacity, workload, and resource allocation across teams
  • Analyze performance data to identify risks and improvemen...

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