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You will: Provide warm, high-quality support via WhatsApp and email; Surface product insights from real customer conversations; Build and document clear support workflows and templates; Use AI tools to improve speed, clarity, and consistency; Spot repetitive work and propose automation solutions; Continuously improve systems as support volume grows. We are looking for someone who genuinely cares about people and takes pride in clear, warm communication — and who also gets curious about how to make work smarter and more efficient. This role is about building strong foundations for support in Nairobi while delivering excellent day-to-day service. Required Qualifications: Strong written communication skills with a warm, professional tone; Demonstrated experience in customer support, community management, operations, or similar roles; Experience turning customer feedback into structured recommendations for product or operational improvement; Strong AI fluency and a demonstrated ability to apply AI tools to real operational workflows; Strong fluency with digital tools and ability to quickly learn new platforms; Experience handling ambiguity and helping define process where it doesn’t yet exist; Ability to stay calm and solution-oriented when customers are frustrated; High ownership and ability to work independently.