Poa! internet is the fastest growing and highly innovative ISP in Kenya. The company was founded in 2014 with a vision to provide internet in every home in Africa. At poa! We believe by empowering people, we can actively drive digital inclusion in these markets. We deploy a cost-effective internet service in Kenya, with the aim of providing affordable access to content and Internet to low-income members of society.

We are growing very fast to cover the rest of Kenya and eventually Africa. It is envisaged that the success of the business will grow to over 150 networks across East Africa. It is from this background that we seek prospective candidates to fill the role of a Customer Service Team Leader.

At Poa, we pride ourselves on being a values-driven company and we love working with values-driven employees. Poa's vision is “Internet in every home in Africa”. To achieve this vision, we live by our values, captured in the acronym, We CONNECT. At Poa, we: Create a better world for the people we serve, Open our eyes to problems and opportunities, Never stop learning never stop moving forward, Name it, own it, solve it, Engage with the bigger picture even in the details, Care about each other and Tujienjoy kazini.

Job Purpose :

Lead and coach a high-performing team of Customer Service Representatives to deliver fast, consistent, and exceptional support across all customer channels. Drive service excellence, operational efficiency, and adherence to performance standards in a high-volume, shift-based environment.

Location:

Nairobi

Role Responsibilities:

1. Lead the consistent delivery of a high-quality customer experience across all channels, including voice, chat, email, WhatsApp, and social media.
2. Act as the point of contact for escalated customer issues, ensuring timely, empathetic, and effective resolution while guiding team members through complex cases.
   
3. Monitor real-time dashboards, queues and proactively guide team members to hit daily KPIs.
   
4. Lead daily pre-shift briefings and individual group meetings to align the team on targets, and communicate updates, disruptions or changes.
   
5. Support team members with live escalations, troubleshooting, and difficult customer interactions in real time.
6. Conduct regular coaching sessions, QA reviews, and performance check-ins to develop agent skills and address performance gaps.
   
7. Collaborate with cross-functional teams to enable end-to-end customer resolution.
8. Identify trends in customer queries and recommend changes to scripts, standard operating procedures ( SOPs), or tools to enhance service delivery.
   
9. Uphold and foster a culture of excellence, accountability, and customer obsession within the team.
   

Minimum Qualifications, Regulatory and Legal Requirements

1. 2–3 years’ experience in a fast-paced inbound customer service environment, including at least 1 year in a team leadership role.
2. Bachelor’s degree or Diploma in Communications, Public Relations, or any other relevant field.
3. Demonstrated experience managing shift-based teams of 5–12 agents, with a strong focus on performance monitoring, coaching, and reporting.
4. Strong digital literacy, including CRM, Workforce Management Systems and social media platforms.

Competencies and Attributes

1. Strong team leadership with proven coaching and mentoring capability.
   
2. Clear, empathetic verbal and written communication.
3. Strategic problem-solving with strong attention to detail in issue diagnosis and resolution.
4. Effective time management, with the ability to prioritise, delegate, and drive accountability.
5. Calm, composed decision-making in high-pressure or escalated situations, with proven conflict resolution ability.
6. Collaborative and proactive in working across teams to resolve issues.
7. Flexibility to work rotating shifts, including evenings, weekends, and public holidays.
8. Fluency in Kiswahili and English, with strong communication skills in both.
   

What’s In It for You?

1. A competitive monthly salary.
2. Additional company benefits: Medical cover, airtime allowance and Home wi-fi allowance.
3. Career growth opportunities in a rapidly expanding company.
4. Exciting work environment and culture with a dynamic, supportive team.
   

"We encourage Women and Persons with Disability (PWD) to apply"