Customer Experience Manager

CUSTOMER EXPERIENCE MANAGER BasiGo | Nairobi, Kenya | Full-time About BasiGo BasiGo is reshaping Africa's public transportation landscape through innovative electric bus solutions. We partner with private operators across Kenya and the continent to provide sustainable, cost-effective alternatives to diesel-powered buses. Our groundbreaking Pay-As-You-Drive model is making electric bus ownership and operation accessible and affordable, driving real change in urban mobility. The Opportunity BasiGo is recruiting a Customer Experience Manager to lead our dynamic Customer Experience team and serve as the vital bridge between our valued customers and the broader organization. You'll oversee a team that manages our customer care hotline, processes customer requests and incident reports, coordinates seamlessly with internal departments, and keeps customers informed every step of the way. This is a hands-on leadership role where your impact directly shapes how customers perceive and engage with BasiGo. What You'll Do Team Leadership and Development Lead and direct the Customer Experience team handling all inbound customer calls, service requests, and incident documentation. Ensure our customer care hotline runs smoothly with reliable availability around the clock. Design shift schedules and staffing strategies that guarantee sufficient team coverage at all times. Coach, mentor, and develop team members to consistently deliver professional interactions and maintain peak performance standards. Incident Management and Cross-Functional Coordination Oversee accurate logging and swift reporting of customer incidents and requests to the right internal teams. Create transparent escalation procedures and robust issue tracking systems. Monitor how quickly teams respond, approve, and resolve matters to ensure we hit our operational targets. Collaborate closely with Fleet, Service, and other departments to resolve customer issues efficiently. Keep customers updated regularly and transparently until their concerns are fully addressed. Performance Monitoring and Data-Driven Improvement Track key call centre metrics including incident reporting timeframes, escalation speed, response times, and resolution follow-ups. Spot patterns in customer issues and escalate recurring concerns to relevant teams. Use performance data strategically to enhance processes, streamline operations, and elevate service quality across the board. Voice of the Customer and Experience Enhancement Lead customer feedback programs including Voice of the Customer initiatives, Net Promoter Score surveys, and Customer Satisfaction tracking. Study customer feedback carefully to pinpoint service improvement opportunities. Work across departments to ensure that customer insights directly inform operational enhancements and strategic decisions. What We're Looking For You bring 3 to 5 years of professional experience in customer support operations, call centre management, or service operations. You've successfully collaborated with cross-functional teams in fleet management, technical support, or service delivery environments. Hands-on experience with CRM platforms or ticketing systems is advantageous. You're analytical, customer-focused, and energized by building high-performing teams. Equal Opportunity Commitment BasiGo is a proud Equal Opportunity Employer committed to building a diverse and inclusive workplace. We do not discriminate based on race, color, religion, sex, age, national origin, ethnic background, disability, pregnancy, sexual orientation, or any other protected characteristic recognized by law.