Customer Service Manager at Givva Wealthtech Limited

Givva Wealthtech Limited is seeking a Customer Service Manager to lead its customer service operations in Nairobi, Kenya.⁠‌‌​​​‌​​‌​​​‌‌​‌​‌​​​​​​‌​‌‌‌​‌‌⁠

What it offers

• Job type: Full-time role in Customer Care, Success and Service

Who can apply

• Qualification: Bachelor’s degree in Business, Finance, Management, or related field (Master’s or professional customer service certification is an added advantage)
• Experience: Minimum of 5 years’ experience in customer service
• Skills: Leadership, people management, call center operations, workforce optimization, process development, cost control, escalation handling, CRM systems, reporting dashboards, analytical and reporting skills, communication, stakeholder management, fintech operations, regulatory compliance

What you'll do

• Manage customer service department and operations while driving a customer-centric culture across the business
• Evaluate and optimize workforce capacity and skills, ensuring proper staffing and role alignment
• Ensure clients are served within agreed timelines by developing, reviewing, and refining service processes and policies
• Handle escalated issues, including emerging service disruptions, system outages, or high-impact customer complaints
• Review and approve outgoing customer communications, ensuring clarity, accuracy, and alignment with brand voice and regulatory standards
• Oversee customer onboarding operations
• Analyze customer trends and performance data to inform operational adjustments
• Champion people management, including compliance with policies, performance monitoring, and corrective action
• Drive engagement and inclusion across remote and hybrid teams
• Collaborate with leadership and cross-functional teams to enhance customer satisfaction
• Ensure accurate and timely reporting, delivering daily, weekly, and monthly performance dashboards

How to apply

• Go to Givva Wealthtech Limited on givva.world to apply