Customer Support Leader

Company overview

TamuPOS is a young venture focused on building AI-native operating systems for East Africa. The business currently concentrates on hospitality and retail technology, while also handling enterprise work across multiple industries.

Role summary

This position is for a Customer Support Leader who genuinely enjoys helping customers, works well in a high-energy environment, and is excited to use AI-powered tools to improve day-to-day support. The role owns the customer experience for every order coming in through WhatsApp, phone calls, and online channels across all merchants using TamuPOS. It is a full-time, on-site role in Nairobi County, Kenya.

What the role involves

You will lead support efforts across customer touchpoints and make sure issues are handled quickly, professionally, and consistently. The position also calls for someone who can work closely with delivery aggregator processes and is comfortable building with AI as part of the workflow.

Key strengths needed

• Strong track record in customer support and customer satisfaction, with a focus on dependable service delivery.
• Hands-on experience with technical support and troubleshooting customer issues.
• Clear interpersonal and communication skills, especially in a team leadership setting.
• Ability to analyze customer feedback, prepare reports, and suggest practical improvements.
• Calm, solution-oriented approach when handling customer problems and escalations.
• Comfort using common support tools and CRM platforms.
• Interest in applying AI tools to improve work quality and efficiency.
• Background with delivery aggregators is especially relevant.

Education preference

A bachelor’s degree in Business Administration, Information Technology, or a closely related field is preferred.