Customer Support & Experience Lead at Nani Employee Leasing Company (Nani EL)

• Nani Employee Leasing Company Limited is seeking a highly organized and proactive Customer Support & Experience Lead stationed at Nairobi office to ensures a seamless customer journey by managing onboarding, support, and aftersales service. The Customer Support & Experience Lead serves as the primary liaison between customers and internal teams, ensuring efficient service delivery, issue resolution, and overall customer satisfaction. Additionally, the role focuses on engagement, retention, and continuous improvement of the customer experience through data-driven decision-making and analysis.

Key Responsibilities:

Customer Support & Issue Resolution

• Manage customer inquiries, complaints, and escalations, ensuring timely resolution within the set turnaround time.
• Act as a bridge between customers and internal teams (operations, technical, inventory, and IT) to ensure smooth problem-solving.
• Facilitate communication via WhatsApp groups and weekly/bi-weekly customer meetings to maintain engagement.

Customer Onboarding & Account Management

• Oversee the customer onboarding process, ensuring all KYC requirements are collected and securely stored.
• Oversee all B2B customer relationships, ensuring service level agreements (SLAs) are met and logistics operations run efficiently.
• Maintain and update the customer database, tracking new, retained, and churned customers.

Customer Satisfaction & Retention Strategies

• Develop and implement strategies to enhance customer satisfaction, retention, and engagement.
• Track and analyze customer experience metrics (NPS, CSAT, Retention Rate) to drive improvements.
• Conduct customer experience trainings for cross-functional teams (technical, digital, marketing, IT, project management, and fleet management).

Aftersales Service & Maintenance Coordination

• Handle all aftersales services, ensuring customers receive ordered items on time by coordinating with inventory and operations teams.
• Plan and oversee weekly bike maintenance for all customer-attached bikes in collaboration with the technical team.
• Oversee all customer training for different platforms, including IoT platforms, business channels, and the eWAKA Admin Panel.

Data Analysis & Reporting

• Analyze customer behavior, feedback, and support trends to optimize the onboarding and retention process.
• Generate and present monthly reports on customer performance (new customers, retention, churn rates) and bike distribution trends.
• Use data insights to refine customer service workflows and improve operational efficiency.

Required Qualifications & Skills:

• Bachelor’s degree or Diploma in Business Administration, Customer Service, Data Analytics, Operations, or a related field.
• 2+ years of experience in customer support, operations, or client relationship management.
• Strong data analysis skills, with experience using tools like Excel, Google Sheets, or CRM platforms.
• Excellent communication skills (verbal & written) and ability to build strong relationships.
• Experience tracking and analyzing customer service metrics (NPS, CSAT, Retention).
• Problem-solving mindset, with the ability to coordinate between multiple teams.
• Experience in fleet management, logistics, or e-mobility is an added advantage.

Preferred Qualifications:

• Experience handling B2B clients and service level agreements (SLAs).
• Familiarity with CRM tools and customer service software.
• Ability to work in a fast-paced, startup environment and manage multiple priorities.