Customer Support Agent // Kenya

Growth & New Markets




An exceptional challenge must be met by exceptional people. Every day, we are inspired by the opportunity to collaborate and learn from our talented colleagues. Smart, passionate and driven, we take pride in what we do together, as JUMOnauts.

About this job

We are looking for a Customer Support Agent to join our Customer Experience Delivery team.  This position will be based in Nairobi and will report to the Customer Experience Delivery Manager.

You will be responsible for ensuring that all incoming customer queries and technical escalations are responded to, appropriately investigated, escalated (if needed) and resolved.

You will

  • Investigate, respond to, escalate (if required) and resolve any incoming customer queries across all JUMO products operational across live African and Asian markets and any other regional markets as may be required. 
  • Technical investigation and resolution of customer escalations requiring further technical escalation.
  • Gathering and sharing customer insights and product feedback from customer conversations.
  • Investigating and escalating any customer cases with the potential to have greater reputational impact to the manager.
  • Responding to, investigating, escalating and resolving any incoming queries on social media or community forums, as may be required, in a customer-centric manner befitting the reputation of JUMO.
  • Suggesting business process optimisations that can drive efficiencies in the team.

You will need

  • Strong written and verbal English communication
  • Minimum 3 years’ experience within a Customer Service environment
  • Customer Experience understanding
  • Previous experience in Financial Services or Social Media beneficial
  • Customer management
  • Strong communication skills
  • Problem-solving
  • Social media management
  • Analytical thinking
  • Able to work shifts if required
  • Ability to manage multitask and work well within a diverse team environment

We ask a lot of each other at JUMO, but we give a lot too.

You will love

  • Collaborating with smart, engaging people in an inspiring work environment
  • Working for impact
  • Growing and learning continuously, with loads of encouragement and support
  • Boldly taking risks as we navigate new challenges
  • Flexible work practices enabling your best delivery
  • Being autonomous and empowered to lead

Remote First

You will be based in Kenya.  We operate a remote first working approach where working remotely is our default way of working. We have co-working spaces available Nairobi for collaboration and connection and for the use of those who value and want to work out of an office. You have flexibility where to work from, as long as you have access to a reliable connection and are set up to work remotely.

Diversity and Inclusion

At JUMO, we believe that diversity strengthens our teams and we strive in our recruitment process to create an environment where people from every background can collaborate and prosper and be themselves.

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