Customer Service Lead at Greenspoon

Key responsibilities

• Lead the day-to-day operations of our customer service team, ensuring quick response times, empathetic conversations, and high-quality resolutions
• Coach and mentor a team of customer service agents across phone, WhatsApp, and email
• Monitor and improve service levels, shift planning, and team availability to match demand and uphold our premium delivery promise
• Analyze customer feedback and complaints to identify recurring issues, escalate as needed, and drive proactive solutions
• Be a customer advocate across the business – collecting, organizing, and sharing feedback with relevant teams to continuously improve the end-to-end experience
• Design and implement internal processes to improve how the team operates and responds to customer issues
• Track and report on team performance, customer satisfaction metrics (e.g. NPS), and retention insights
• Lead outbound customer calling initiatives to follow up on orders, solicit feedback, and strengthen relationships
• Champion Greenspoon’s values of honesty, quality, and impact in every customer interaction

You will love this role if you…

• Believe that customer service is a strategic pillar of business, not a back office
• Are energized by solving problems and helping others succeed
• Are a people person who builds trust quickly and communicates with warmth and clarity
• Thrive in a fast-paced environment and enjoy bringing structure to chaos
• Enjoy working collaboratively across teams and functions
• Have a bias for action, a positive attitude, and a strong sense of accountability
• Are calm under pressure and know how to manage high volumes without compromising quality
• Are always asking: how can we do this better next time?

Minimum requirements

• 5+ years of customer service experience, with at least 2 years in a leadership or team lead role
• Experience managing multi-channel customer service (phone, WhatsApp, email, chat)
• Clear communication skills in both English and Kiswahili, spoken and written
• Strong organizational, problem solving and process improvement skills
• Customer-first mindset, with a proven track record of resolving issues and driving satisfaction
• Ability to use CRM tools, spreadsheets, and reporting tools
• Experience in eCommerce, logistics, or fast-moving environments is a strong advantage