Job Summary

Flashnet Technologies Ltd is looking for an experienced Customer Support Manager to lead our customer support operations and ensure exceptional service delivery. The successful candidate will manage the customer support team, oversee SLA compliance, handle customer escalations, and work closely with technical teams to deliver an outstanding customer experience.

Key Responsibilities

• Lead and manage the Customer Support team to deliver high-quality customer service.
• Ensure timely resolution of customer enquiries, incidents, and complaints.
• Monitor support performance and ensure compliance with Service Level Agreements (SLAs).
• Manage customer escalations and coordinate with technical and engineering teams for prompt resolution.
• Develop and improve customer support processes and service standards.
• Prepare customer support reports and analyse performance metrics.
• Conduct regular team training, coaching, and performance reviews.
• Maintain strong relationships with enterprise and business customers.
• Ensure effective use of CRM and ticketing systems.
• Drive customer satisfaction and continuous service improvement initiatives.

Requirements

• Bachelor’s degree or Diploma in Information Technology, Telecommunications, Business Administration, or a related field.
• 5–6 years of experience in customer support within a telecommunications company, ISP, or Managed IT Services provider.
• Minimum 2 years of experience in a supervisory or managerial role.
• Strong understanding of broadband internet, fibre connectivity, networking fundamentals, and managed IT services.
• Experience using CRM and helpdesk platforms.
• Excellent leadership, problem-solving, and customer relationship management skills.
• Strong communication skills in both English and Swahili.

Preferred Skills

• Experience supporting B2B customers.
• Knowledge of Business Internet, DIA, VPN, MPLS, SD-WAN, Cloud Services, and Cybersecurity solutions.
• ITIL or Customer Service certifications will be an added advantage.

• Lead and manage the Customer Support team to deliver high-quality customer service.
• Ensure timely resolution of customer enquiries, incidents, and complaints.
• Monitor support performance and ensure compliance with Service Level Agreements (SLAs).
• Manage customer escalations and coordinate with technical and engineering teams for prompt resolution.
• Develop and improve customer support processes and service standards.
• Prepare customer support reports and analyse performance metrics.
• Conduct regular team training, coaching, and performance reviews.
• Maintain strong relationships with enterprise and business customers.
• Ensure effective use of CRM and ticketing systems.
• Drive customer satisfaction and continuous service improvement initiatives.

• Excellent leadership, problem-solving, and customer relationship management skills.
• Strong communication skills in both English and Swahili.
• Experience supporting B2B customers.
• Knowledge of Business Internet, DIA, VPN, MPLS, SD-WAN, Cloud Services, and Cybersecurity solutions.
• ITIL or Customer Service certifications will be an added advantage.

• Bachelor’s degree or Diploma in Information Technology, Telecommunications, Business Administration, or a related field.
• 5–6 years of experience in customer support within a telecommunications company, ISP, or Managed IT Services provider.
• Minimum 2 years of experience in a supervisory or managerial role.
• Strong understanding of broadband internet, fibre connectivity, networking fundamentals, and managed IT services.
• Experience using CRM and helpdesk platforms.