Customer Support Supervisor Job

Customer Service Jobs. Metrics Management Jobs.

Our client is a fast-growing Internet Service Provider (ISP) serving customers across Kiambu County and its environs. The company is committed to delivering reliable internet connectivity and exceptional customer service through efficient support systems and a customer-centric approach.

We are seeking a Customer Support Supervisor to oversee the day-to-day operations of the customer support function, ensuring timely resolution of customer issues, high service standards, and continuous improvement of the customer experience. This role requires a hands-on leader who can effectively manage a support team, handle escalations, and collaborate with technical and operational teams to drive customer satisfaction.

Key Responsibilities

• Lead, supervise, and support the Customer Support team in daily operations.
• Allocate tasks, manage schedules, and ensure adequate coverage across all customer support channels.
• Train, mentor, and coach team members on customer service standards, processes, and technical knowledge.
• Monitor team performance and ensure achievement of key support metrics and service level targets.
• Ensure customer inquiries, complaints, and technical issues are handled promptly and professionally.
• Manage escalated customer issues and coordinate with technical teams to ensure timely resolution.
• Conduct quality checks on customer interactions to ensure compliance with company standards.
• Identify recurring customer issues and recommend process improvements to enhance service delivery.
• Work closely with technical, billing, and sales teams to ensure seamless customer support.
• Prepare daily, weekly, and monthly performance reports for management review.
• Maintain accurate records of customer interactions and ensure proper utilization of support systems and tools.
• Promote a customer-first culture focused on service excellence and customer retention.

Qualifications & Requirements

• Diploma or Degree in Customer Service, Business Administration, Communications, or a related field.
• 2–4 years’ experience in customer support, preferably within an ISP, telecommunications, or technology-driven environment.
• At least 1 year of experience in a supervisory or team leadership role.
• Strong understanding of customer service principles and support operations.
• Excellent verbal and written communication skills.
• Ability to manage, motivate, and develop a high-performing team.
• Strong problem-solving, conflict resolution, and decision-making skills.
• Understanding of internet services, networking basics, and broadband technologies is an added advantage.
• Experience using CRM systems, ticketing platforms, and customer support tools.
• Proficiency in Microsoft Office Suite, particularly Excel and Word.
• Strong organizational skills with the ability to multitask and prioritize effectively.
• Residing in or near Kabete, Kikuyu, Wangige, Uthiru, or surrounding areas will be an added advantage.

How to Apply

If you meet the above qualifications and are ready to take on this exciting role, send your CV and a cover letter to hr@metricsmanagement.co.ke with the subject line:

“Application – Customer Support Supervisor”