Customer Service Manager at Givva Wealthtech Limited

Customer Service Manager at Givva Wealthtech Limited

Location: Nairobi

Job Type: Full Time

Qualification: BA/BSc/HND, MBA/MSc/MA, Professional Certificate

Experience: 5 Years

Category: Customer Care, Success and Service

Deadline: Not Specified

Job Overview

Givva Wealthtech Limited is seeking an experienced Customer Service Manager to lead its customer service operations and drive a strong customer-centric culture across the organisation. The successful candidate will oversee customer support teams, improve service processes, manage escalations, strengthen customer onboarding and use performance data to enhance customer satisfaction.

The role requires strong leadership, customer service, analytical and stakeholder management skills, with experience in fintech operations being an added advantage.

Key Responsibilities

The Customer Service Manager will oversee customer service operations and ensure clients and partners receive timely, professional and high-quality support. The role will involve developing and improving service processes, policies and procedures to enhance customer satisfaction while maintaining compliance with applicable requirements.

The successful candidate will manage escalated customer complaints, system outages and other high-impact service issues, ensuring that problems are resolved promptly and appropriate feedback is provided to frontline teams.

The role will also involve overseeing customer onboarding operations, ensuring customers receive a smooth and efficient onboarding experience. The manager will analyse customer trends, service performance and operational data to identify opportunities for improvement.

The successful candidate will be responsible for people management, including performance monitoring, team engagement, communication and corrective action where necessary. They will also work with leadership and other departments to improve customer satisfaction, Net Promoter Score (NPS) and Customer Effort Score (CES).

The position will further involve preparing and reviewing daily, weekly and monthly performance dashboards covering campaigns, service-level agreements, escalations and customer insights.

Qualifications and Requirements

Applicants should have:

A Bachelor’s Degree in Business, Finance, Management or a related field.

A Master’s degree or professional customer service certification is an added advantage.

At least 5 years of customer service experience.

Proven leadership and people management experience.

Experience managing large customer service teams.

Strong knowledge of call centre operations and workforce optimisation.

Experience in process development and cost control.

Strong escalation and complaint management skills.

Experience handling system outages and high-impact customer issues.

Proficiency in CRM systems, call centre tools and reporting dashboards.

Strong analytical and reporting skills.

Excellent communication and stakeholder management skills.

Knowledge of fintech operations, financial products and regulatory compliance is an advantage.

About Givva Wealthtech Limited

Givva Wealthtech Limited is a Kenyan social enterprise and wealth technology company focused on building stronger communities through technology and financial information. The organisation seeks to help communities develop their collective potential while fostering trust and financial empowerment.

Method of Application

Interested and qualified? Go to https://givva.world/career/?utm_source=MyJobMag to apply

For more job description visit: jobopenings.co.ke