Customer Success & Support Officer

We are looking for a proactive and customer-focused Customer Success & Support Officer to join our growing team. In this role, you will act as the key link between our customers, partners, and internal teams—driving customer satisfaction, retention, and seamless service delivery across all touchpoints.

About the Role
You will manage the full customer lifecycle, from onboarding to retention, ensuring clients derive maximum value from our telecom and ICT solutions. You will collaborate closely with Sales, Engineering, Marketing, and Channel Partner teams to deliver exceptional customer experiences and support business growth.

Key Responsibilities

• Manage customer and partner onboarding within defined SLAs

• Act as the primary point of contact for customer support and issue resolution

• Monitor customer usage, adoption, and account health

• Proactively identify churn risks and upsell opportunities

• Coordinate training sessions, webinars, and stakeholder engagements

• Track and report on customer satisfaction and SLA performance

• Work with engineering teams on product updates and maintenance communication

• Maintain accurate documentation, FAQs, and user guides

Requirements

• Diploma or Degree in Business, IT, Telecom, or a related field

• Minimum 3 years’ experience in customer success, support, or telecom/ICT

• Strong communication and interpersonal skills

• Experience with CRM tools (e.g., Zoho), VoIP, SIP trunking, and PBX systems

Key Competencies

• Strong analytical and problem-solving skills

• Customer-first mindset

• Ability to manage escalations and meet SLA targets

How to Apply

Interested candidates are invited to submit their CV and cover letter outlining their suitability for the role to careers@orchidhr.co.ke by 20th March 2026.