Customer Excellence Lead

About Share

Share is a venture backed company building the marketplace for bandwidth; the infrastructure layer that connects internet capacity suppliers to every individual and business that run on it.

Today, bandwidth is the most in-demand asset in the world, but its buy/sell process is highly fragmented and inefficiently priced. Share brings the supply and demand together by building distributed routing nodes and connecting carriers, ISPs, data centers, and enterprise buyers through a neutral exchange, turning bandwidth into tradeable resource.

We're building the category-defining marketplace for how bandwidth gets bought, sold, and delivered globally.

The Role

As Customer Excellence lead, you'll own the relationship between Share and the partners running on our platform; carriers, ISPs, and enterprise buyers using our marketplace day to day. This isn't network support only. This is making sure partners actually get value out of the platform, catching problems before they become churn risk, and being the person a partner trusts when something's not working right.

You don't wait for a partner to file a ticket and hope for the best. You notice when usage drops, when a partner's stuck on something they haven't asked about yet, and you reach out first. One hour you're walking a partner through a billing question, the next you're flagging a pattern to the product team that three other partners are about to hit too.

Our Ideal Candidate

• Experience in customer support, account management, or customer success at a technical/platform company. You're comfortable in a product, not just on a phone script.
• Sharp and fast. You can hold a real conversation with a technical partner without needing an engineer to translate for you.
• Proactive by default; you spot problems and reach out before they're escalated to you
• Strong written and verbal communication; clear, direct, no fluff, especially when something's gone wrong.
• Comfortable being the voice of the customer internally.
• Organized enough to manage a portfolio of accounts without anything falling through the cracks.
• Hybrid but able to work in-office in Nairobi at first.

Nice-to-have:

• Experience in telecom, ISP, or infrastructure-adjacent industries
• Experience building or improving a support process, not just working inside one that already exists

If you don't check every box but think you're the right fit, apply anyway: we care more about sharpness and ownership than a perfect resume match.