Remote Services Leadership Jobs in Nairobi, Kenya

• Conducting Deep Dives. You will dive into specific areas of support that are not currently meeting our quality bar (e.g., a decline in NPS or an increase in reopened tickets).
• Writing and Approving Improvement Proposals. You will draw from your rich experience as a customer support leader to make improvement recommendations aimed at achieving 100% customer satisfaction.
• Spend one day per week solving actual tickets from lower-level work queues to identify customer pain points and process inefficiencies and stay "close to the work".

• Developing software or managing teams of engineers; we have other positions that handle that. This role requires deep expertise and experience in customer support.
• Restricting yourself to specific products: You will be empowered to make system-level design decisions that will impact the support of all our products. 

• Setting and enforcing increasingly high quality standards aimed at achieving 80% FCR within a single shift.
• Building an efficient support machine capable of handling hundreds of products, thousands of support tickets per week, and tens of thousands of customers worldwide.

• At least 7 years of technical customer support experience, with at least 2 years in a hands-on customer support management role.
• Ability to understand code, scripts, and database queries. While you will not be writing code in this role, you will still need to pass a basic coding assessment to get hired.

Across our entire organization, one of the core tenants of leadership is the ability to "stay close to the work". Our customer support leaders, therefore, spend one day per week solving actual tickets from lower-level work queues so that they are better able to identify customer pain points and process inefficiencies. Successful customer support leaders are hands-on "doers" and not "delegators".

You will spend the majority of your time deep-diving into specific areas of support that are impediments to achieving 100% customer satisfaction and making recommendations to fix systemic issues and raise quality standards. You will be responsible for setting the quality bar high through your own improvement proposals and through proposal reviews.

You will be judged by the quality of the customer service you and your team provide, and we measure it rigorously and constantly.  

• You will learn to manage a remote workforce comprised of agents around the world working three 8-hour shifts per day for 24/7 service.
• You will learn how to scale a support organization to service hundreds of products.
• You will improve your ability to make knowledge- and process-driven decisions. This is an opportunity to rebuild your skill set and apply your best-in-class experience to help us build a cutting-edge support machine.

Support executives at Trilogy often write Important Design Decisions (IDDs) focused on optimizing our service, from L1 customer interaction playbooks to higher-level process design, and continually improving our quality bars.