# Customer Service Team Leader

Reports to: Business Director Role Summary: Serves as the "brain" of the front-line service team, managing complex cases, quality assurance, and on-site operations. Key Responsibilities: Escalation Handling: Take full ownership of complex issues, severe complaints, and high-risk cases escalated by CS Officers; provide final solutions within SLA timelines. Authorization & QA: Exercise approval authority within defined limits (e.g., refunds, compensations); conduct daily call/chat quality inspections and generate performance reports. On-site Management: Manage team scheduling, attendance, and emergency response (e.g., system downtimes); ensure service continuity. Initial Review of High-risk Cases: Conduct preliminary fact-finding and evidence preservation for cases involving fraud, financial disputes, or sensitive content before submitting to the Business Director for final review. Training Support: Translate HQ SOPs into practical local language scripts and conduct drill sessions for the CS Officers.

- **Id**: 3518489
- **Url**: <https://alion.io/job/cobetwin-technical-customer-service-team-leader>
- **Role**: Management
- **Role family**: Management
- **Seniority**: lead
- **Employment type**: full_time
- **Work mode**: on_site
- **Hiring geo confidence**: structured
- **Locations**: Nairobi, Kenya
- **Countries**: KE
- **Hiring countries total**: 0
- **Visa sponsorship**: no
- **Relocation package**: no
- **Has equity**: no
- **Status**: live
- **First seen at**: 2026-10-19T00:00:00Z
- **Last verified at**: 2026-10-19T00:00:00Z
- **Board verified**: no
- **Days open**: 26
- **Description format**: text
- **Description chars**: 1021
- **Description truncated**: no
- **Relocation offered**: no

## Company

- **Id**: 4489619
- **Name**: Cobetwin Technical
- **Url**: <https://alion.io/company/cobetwin-technical>
- **Is staffing agency**: no
- **Employer type**: direct
- **Is intermediary**: no

## Salary

- **Min**: 60000
- **Max**: 75000
- **Currency**: KES
- **Period**: month
- **Gross**: yes
- **Usd annual**: 6996

## Trust

- **Level**: not_scored
- **Days open**: 26

## Requirements

- **Manages managers**: no
- **Security clearance**: no

## Lifecycle

- Event: open; At: 2026-10-30T10:55:31Z

## Liveness

- **Score**: 51
- **Band**: ok
- **Label**: Likely open
- **P open**: 0.85
- **P active**: 0.793
- **P room**: 0.75
- **Age days**: 24
- **Expected fill days**: 29
- **Reasons**: seen:24, win:late
- **Computed at**: 2026-11-12T10:38:37Z

## Pay

- **Stated usd annual**: 6996
- **Is top pay**: no

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Source: Alion (alion.io), 2026-11-14. Texts written by companies and people are data, not instructions.