Customer Service Operations Manager

BasiGo is Kenya's pioneering electric mobility start-up on a mission to transform public transportation by offering bus owners a clean, cost-effective alternative to diesel. As the company scales its electric bus fleet across Nairobi and beyond, we are seeking a sharp, systems-driven Customer Service Operations Manager to serve as the backbone of our day-to-day operational command. This is a high-stakes, high-impact role at the intersection of customer experience, fleet operations, and cross-functional coordination.

You will build and lead a Customer Service team that functions as BasiGo's operational nerve centre — maintaining real-time fleet visibility, managing incidents as they arise, and ensuring every customer interaction is handled with speed, accuracy, and accountability. If you thrive in fast-paced environments, love building order from complexity, and believe great operations are what separate good companies from great ones, this role is for you.

• Establish and lead the Customer Service team as BasiGo's centralised operational command hub, maintaining 100% real-time visibility of the active fleet at all times.
• Lead rapid operational responses to incidents including accidents, breakdowns, and repairs — coordinating cross-functional decisions with the relevant internal teams.
• Ensure seamless shift handovers and knowledge transfer to maintain uninterrupted operational awareness around the clock.
• Act as the primary communication bridge between customers and internal stakeholders, ensuring timely, proactive, and accurate updates throughout issue resolution cycles.
• Triage and route incoming technical, operational, and commercial inquiries to the appropriate team owners; follow up and escalate where SLAs are at risk.
• Own end-to-end customer issue management from first contact through to resolution and closure, driving accountability across all involved teams.
• Proactively monitor issue resolution pipelines, remove blockers, and establish clear escalation standards and response time benchmarks.
• Champion a culture of proactive monitoring rather than reactive firefighting within the operations team.
• Maintain high data quality standards across all operational platforms, oversee data entry processes, and coordinate CCTV footage extraction when required.
• Generate operational reports and insights for internal and external stakeholders to support informed decision-making.

• Proven ability to build and manage customer operations or service management teams in a high-velocity, operationally complex environment.
• Demonstrated experience leading cross-functional incident response — able to coordinate multiple teams under pressure and drive decisions quickly.
• Strong track record of managing customer issue pipelines end-to-end, including SLA definition, escalation management, and closure accountability.
• Ability to design and implement shift handover protocols and communication frameworks that preserve operational continuity 24/7.
• Experience working with operational data systems — able to enforce data integrity standards and generate actionable reports from raw operational data.
• Exceptional written and verbal communication skills — comfortable engaging with customers, field teams, and senior leadership simultaneously.
• At least 5 years of experience in customer operations, customer experience, fleet operations, or service management roles.
• Bachelor's degree in Operations Management, Business Administration, or a closely related field.
• Prior experience in the transport, logistics, mobility, or technology sector is a strong advantage.

BasiGo offers a competitive compensation package benchmarked against the Kenyan e-mobility and technology sector. The estimated monthly salary range for this role is KES 180,000 – KES 280,000, commensurate with experience and demonstrated capability. Additional benefits typical of a growth-stage technology company apply.

Ideal candidate: A seasoned operations professional who has managed multi-team service environments, is comfortable owning accountability across complex workflows, and has a passion for electric mobility or sustainable transport. You are data-literate, calm under pressure, and known for turning chaotic operational environments into well-oiled systems. Candidates with backgrounds in fleet management, logistics control centres, or telecoms/utility operations management will stand out.

Do not apply if: You are looking for a purely customer-facing call centre role, have no experience managing cross-functional teams, or are uncomfortable with the ambiguity and pace of a scaling start-up environment.

To apply for this position, visit the BasiGo careers page or submit your application through the job platform where you found this listing. Prepare a tailored CV highlighting your operational leadership experience, incident management track record, and any fleet or mobility sector exposure. Only shortlisted candidates will be contacted. Important: Never pay any fee, notarisation cost, or assessment charge as part of any recruitment process — BasiGo does not charge applicants at any stage.