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Customer Service Manager at Givva Wealthtech Limited
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Nairobi 🇰🇪 Kenya
Posted 15 days ago (21 Aug 2026) Updated 11 days ago
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Job Description
The customer service manager will lead the service department for a fintech platform, ensuring high‑quality support and regulatory compliance. Key duties include optimizing workforce capacity, handling escalations, and improving service processes to meet client timelines. The role also oversees onboarding, communication standards, and data‑driven performance improvements. Candidates should have at least five years of relevant experience and a relevant bachelor’s qualification.
Qualifications & Requirements
- • BA/BSc/HND or higher (MBA/MSc/MA or professional certificate preferred)
- • Minimum 5 years experience in customer service management
- • Strong communication, leadership and problem‑solving abilities
Required Skills
Responsibilities
- • Manage the customer service department and operations while fostering a customer‑centric culture
- • Evaluate and optimise workforce capacity and skills to ensure proper staffing and role alignment
- • Develop, review, and refine service processes and policies to maximise customer satisfaction and regulatory compliance
- • Handle escalated issues such as service disruptions, system outages, and high‑impact complaints
- • Review and approve outgoing customer communications for clarity, accuracy, and brand alignment
- • Oversee customer onboarding operations to deliver smooth and efficient experiences
- • Analyse customer trends and performance data to inform operational adjustments and enhance service delivery