Mybest Ltd Customer Support Supervisor Jobs in Kenya




Key Responsibilities

  • Supervise and support the Customer Support team to ensure timely handling of inquiries and complaints.

  • Coordinate fibre installation schedules and ensure successful service activations.

  • Act as liaison between Customer Support, Fibre Installation Teams, and Network Operations.

  • Monitor installation turnaround times and ensure SLA compliance.

  • Handle escalated customer issues and coordinate technical fault resolution.

  • Review installation reports and verify activations.

  • Track recurring customer issues and recommend improvements.

  • Maintain accurate customer records and prepare performance reports.

  • Train, coach, and mentor customer support staff.

  • Ensure customers receive accurate technical guidance on installation and service usage.

    Technical Skills & Knowledge

  • Good understanding of FTTH network architecture and deployment.

  • Knowledge of fibre installation standards, splicing, termination, testing, and activation.

  • Ability to diagnose and coordinate resolution of connectivity issues (signal loss, ONU/ONT faults, router configuration, CPE issues).

  • Familiarity with GPON technology and fibre network operations.

  • Knowledge of network monitoring and ticketing systems.

  • Ability to interpret installation reports and technical
    fault reports.

  • Experience coordinating field technicians and installation teams.

  • Knowledge of Wi‑Fi networking, router configuration, and basic LAN troubleshooting.

  • Understanding of SLAs and incident management processes.

    Key Competencies

  • Customer‑centric mindset.

  • Team leadership and people management.

  • Excellent communication and interpersonal skills.

  • Strong organizational and coordination abilities.

  • Technical problem‑solving capability.

  • Attention to detail and follow‑through.

  • Ability to manage multiple priorities effectively.



    How to Apply

    For more information and job application details, see; Mybest Ltd Customer Support Supervisor Jobs in Kenya

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