Customer Support Supervisor

ABOUT THE COMPANY Jitu, which means Giant in swahili, believes that the technology talent in Kenya can compete with the rest of the world. Jitu believes that technology should first work and then provide value to the business. Jitu’s technology team has been trained by some of the best software development, business process automation and digitization resources in the world. JOB SUMMARY Preferred Qualifications & ExperienceEducation: Bachelor’s degree or DiplomaPrevious experience in a call-center or high-volume customer support role supporting customers across global regions.Prior experience as customer support supervisor or similar supervisory position for a minimum of 3 years; previous call-center experience preferred. RESPONSIBILITIES Provide guidance and direction to team members, including setting performance standards and monitoring agent, team, and department-level KPIs.Develop, maintain, and continually evaluate productivity standards to improve service operations, procedures, and agent efficiency.Evaluate team member performance, provide remedial coaching as needed, and recommend personnel actions in line with company policies.Monitor team time management, mood, and morale to ensure a positive work environment.Identify opportunities to update or improve customer service procedures and make recommendations to management.Coordinate meetings and agendas with managers and other departments to address obstacles, resource needs, or service issues.Ensure team members have the information and tools needed to participate effectively in discussions and implement policies.Handle escalated calls or emails, resolve disputes, and collaborate with other departments when required.Perform other duties as assigned to support the success of the customer support team. REQUIRED SKILLS Customer service, Customer relations, Answering telephones and call management, Customer support, CRM systems, Conflict and complaint resolution REQUIRED EDUCATION Bachelor's degree