As a Customer Support Supervisor, you will be tasked with training, developing, and motivating our customer support representatives as they service and support our growing customer base. You will assist with the day-to-day affairs of the team, including handling escalated customer issues, ensuring all agents are performing up to expected standards, and providing guidance and direction so that agents are supported throughout their shift.\u00a0<\/p>\n
Key responsibilities:<\/p>\n
\tProvide guidance and direction to team members, including setting performance standards and monitoring agent, team, and department-level KPIs.
\n\tDevelop, maintain, and continually evaluate productivity standards to improve service operations, procedures, and agent efficiency.
\n\tEvaluate team member performance, provide remedial coaching as needed, and recommend personnel actions in line with company policies.
\n\tMonitor team time management, mood, and morale to ensure a positive work environment.
\n\tIdentify opportunities to update or improve customer service procedures and make recommendations to management.
\n\tCoordinate meetings and agendas with managers and other departments to address obstacles, resource needs, or service issues.
\n\tEnsure team members have the information and tools needed to participate effectively in discussions and implement policies.
\n\tHandle escalated calls or emails, resolve disputes, and collaborate with other departments when required.
\n\tPerform other duties as assigned to support the success of the customer support team.<\/p>\n
Key competencies\/skills<\/p>\n
\tExperience in a compliance heavy environment\u00a0
\n\tExcellent verbal and written communication skills; additional languages a plus.
\n\tAbility to troubleshoot\/resolve customer complaints and issues while maintaining a professional and calm demeanor.
\n\tOutstanding communication, negotiation, and de-escalation abilities.
\n\tKnowledge of customer service best practices.
\n\tFamiliarity with call-center software (e.g., Salesforce, Zendesk, Five9, AWS Connect, etc.).
\n\tBasic knowledge of cryptocurrency and blockchains.
\n\tGeneral passion and knowledge of fintech and cryptocurrency.<\/p>\n
Preferred Qualifications & Experience<\/p>\n
\tEducation: Bachelor\u2019s degree or Diploma
\n\tPrevious experience in a call-center or high-volume customer support role supporting customers across global regions.
\n\tPrior experience as customer support supervisor or similar supervisory position for a minimum of 3 years; previous call-center experience preferred.<\/p>\n
Apply Through:<\/p>\n
workforcenow.adp.com<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/workforcenow.adp.com","_company_name":"TheJitu.com","_company_website":"https:\/\/thejitu.com\/","_company_tagline":"The Jitu is a software and technology provider based in Nyeri, Kenya. We chose Nyeri because we believe the talent in this area of the world can compete globally. If you would like to work for a company that believes in Nyeri and plans to be a GIANT globally then please apply for an opening with ... read moreus. One of the foundations of The Jitu is we hire based on talent and we promote based on the individual's ability to deliver quality solutions. We do not care which tribe you are from or if you are male or female. We care about your ability to deliver quality solutions. If you are looking for a place that will judge you on that standard, please apply for a position with The Jitu.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[704,693,717,708],"job-types":[687],"class_list":{"0":"post-92858","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/92858","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=92858"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=92858"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=92858"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=92858"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}