Safaricom is Hiring a Customer Support Team Lead in Kenya – Apply Today

Safaricom PLC, the leading telecommunications company in East Africa, is hiring a talented and customer-focused Customer Support Team Lead to join its Public Sector Digital Transformation team. If you’re passionate about driving impactful change, supporting innovation, and delivering outstanding customer experiences, this opportunity might be perfect for you.

Job Title: Customer Support Team Lead

Location: Kenya
Category: Public Sector Digital Transformation
Status: Trending Job
Reports to: Senior Delivery and Operations Lead

About the Role

The Customer Support Team Lead will be responsible for providing frontline assistance to Safaricom customers by resolving inquiries, managing escalations, and ensuring excellent service delivery across digital and traditional support channels. This role is central to the success of the Public Sector Digital Transformation unit and contributes significantly to Safaricom’s customer experience strategy in Kenya.

Key Responsibilities

• Customer Experience Leadership: Lead the support team in delivering timely, effective, and quality service. Ensure all customer touchpoints meet Net Promoter Score (NPS) targets.
• Helpdesk Operations: Oversee a help desk that offers immediate assistance for technical and user issues. Take ownership of customer cases and ensure issues are resolved within agreed Service Level Agreements (SLAs).
• Incident Management: Implement structured systems for tracking, managing, and escalating incidents, ensuring critical issues are quickly resolved.
• User Feedback: Set up channels for capturing and acting on customer feedback to improve system and service delivery continuously.
• Documentation: Maintain an internal repository of best practices, troubleshooting guides, and system documentation to support efficiency and learning.
• Vendor and Partner Management: Manage relationships with hardware/software vendors and service providers, handle escalations, and ensure timely delivery and contract adherence.
• Consortium Leadership: Represent Safaricom in multiple consortium clusters, leading support strategy, escalations, and product performance evaluations.
• Cross-functional Collaboration: Work closely with logistics, technical teams, customer support, and sales to ensure alignment of inventory and business goals.
• Team Development: Lead, train, and mentor support agents, technicians, and call center teams. Foster a collaborative, customer-first culture that promotes growth and accountability.
• Compliance: Liaise with internal departments including legal, supply chain, marketing, and PR to ensure full compliance with relevant industry regulations and standards.
• Health & Safety: Adhere to Safaricom’s code of conduct, health, and safety policies, while promoting a safe and inclusive working environment for all staff.

Required Qualifications

• Bachelor’s degree in any business-related field is required.
• Minimum of 3 years’ experience supporting Information Systems in a busy service provider environment.
• At least 1 year of experience working with or supporting public sector clients or government projects.
• Project Management certifications (e.g., PMP, PRINCE2) will be an added advantage.
• Experience with procurement processes, budgeting, and partner management is a strong plus.
• Familiarity with Agile delivery methodologies is desirable.

Why Join Safaricom?

Safaricom is more than just a telecoms company – it’s a movement. With a vision to transform lives by connecting people to people, information, and opportunities, Safaricom plays a vital role in Kenya’s digital evolution. With over 42 million subscribers and innovative services like M-PESA, the company supports over 1 million jobs and contributes billions to the Kenyan economy each year.

Working at Safaricom means joining a purpose-driven team that values innovation, collaboration, and social impact. As part of the Public Sector Digital Transformation unit, you’ll help shape how government and citizens interact in the digital age.

Explore More Safaricom Jobs and Careers in Kenya

This vacancy is part of a broader initiative to find passionate professionals for new Safaricom job openings in 2025. If you’ve been searching online for “Safaricom jobs Kenya”, “Safaricom hiring now”, or “careers at Safaricom”, this is your moment.

How to Apply

If you believe you have what it takes to lead Safaricom’s customer support initiatives, we encourage you to apply today. Kindly create or update your candidate profile on the official Safaricom Careers Portal and click on the “Apply” button for this job posting. Don’t forget to attach your most updated resume.

About Safaricom PLC

Founded in 1997, Safaricom PLC is listed on the Nairobi Securities Exchange and is one of the most admired and innovative companies in Africa. With annual revenues of over KES 298 Billion (USD 2.5 Billion) and a legacy of digital disruption through platforms like M-PESA, Safaricom continues to lead the market with bold ideas and impactful services. From just 20,000 subscribers in 2000 under Vodafone’s leadership, the company has grown to serve over 42 million customers with a mission to transform lives and deliver digital inclusion for all.

Be part of a future-focused company that is redefining digital transformation in Kenya’s public sector and beyond.