Customer Support Specialist (In-Office, Meru – Kenya)

Customer Support Specialist

Overview

We’re hiring a Customer Support Specialist to manage online customer interactions across email, chat, and social channels. This role requires precision, accountability, and strong attention to detail.

You will be responsible for resolving customer issues end-to-end while maintaining high-quality communication and meeting performance metrics.

Core Responsibilities

• Respond to customer inquiries via email, chat, and social platforms promptly and accurately
• Handle order-related issues including shipping, delays, returns, exchanges, and product questions
• Investigate issues thoroughly before responding. Avoid guesswork
• Maintain clear, concise, and professional communication
• Document issues properly with full context, screenshots, and expected outcomes when escalating
• Follow defined workflows and SOPs consistently
• Identify patterns in customer issues and flag them for improvement
• Work closely with internal teams (operations, listings, logistics) to resolve issues

Requirements

• Prior experience in online customer support (eCommerce preferred)
• Strong written English with clear, direct communication
• High attention to detail. You catch errors, inconsistencies, and missing information
• Comfortable working with support tools (Zendesk, Gorgias, Intercom, or similar)
• Ability to manage multiple conversations without losing quality
• Strong problem-solving mindset. Focus on resolution, not responses
• Reliable, accountable, and able to work in a structured office environment

Nice to Have

• Experience with Shopify or order management systems
• Familiarity with returns, refunds, and chargeback handling
• Experience handling logistics or delivery-related issues

Work Environment

• Full-time, in-office role based in Meru, Kenya
• Structured daily workflow with clear expectations and accountability
• Performance tracked through defined metrics and regular reviews

Remote work is not available for this position.

Candidates must be willing to work from the Meru office full-time.

If you plan to work remotely, please do not apply.