Customer Service Operations Manager

BasiGo is seeking a dynamic and results-driven Customer Service Operations Manager to lead the company's operational nerve centre. This is a senior, hands-on leadership role responsible for ensuring real-time visibility across BasiGo's entire active electric bus fleet while delivering exceptional customer experience at every touchpoint. You will sit at the intersection of operations, technology, and customer engagement — orchestrating cross-functional teams to resolve incidents swiftly and maintain the highest standards of service delivery.

As BasiGo continues to scale electric public transport across Kenya, this role is critical to building a proactive, data-driven operations culture. You will own the full lifecycle of customer issue management, lead shift-based teams, and serve as the primary communication bridge between customers and internal stakeholders including technical, commercial, and field operations teams.

• Establish, lead, and continuously improve the Customer Service team as BasiGo's central operational control centre, maintaining 100% real-time fleet visibility at all times.
• Lead coordinated responses to fleet incidents including accidents, breakdowns, and repairs — directing operational decisions in collaboration with relevant departments.
• Ensure seamless shift handovers and knowledge transfer to maintain uninterrupted operational awareness across a 24/7 environment.
• Act as the primary communication hub between customers and internal stakeholders, ensuring timely, accurate, and proactive updates throughout issue resolution cycles.
• Triage incoming technical, operational, and commercial inquiries, assign ownership to appropriate teams, and escalate when SLAs are at risk.
• Own end-to-end management of all customer issues from initial reporting to formal closure, driving accountability across all responsible teams.
• Proactively monitor issue resolution progress, remove blockers, and establish clear escalation standards and response time benchmarks.
• Maintain high standards of data quality across all operational platforms, oversee data entry processes, and manage CCTV footage extraction when required.
• Generate operational reports and insights for internal leadership and external stakeholders to support strategic decision-making.
• Build and champion a culture of proactive monitoring over reactive issue management across the operations function.

• Must hold a Bachelor's degree in Operations Management, Business Administration, or a closely related field.
• Must demonstrate 5+ years of progressive experience in customer operations, fleet operations, customer experience, or service management roles.
• Must have a proven track record of leading and developing cross-functional teams in fast-paced, high-stakes operational environments.
• Must be able to manage complex incidents end-to-end, applying structured problem-solving to minimize service disruption and customer impact.
• Must be proficient in working with operational dashboards, data management platforms, and reporting tools to drive data-informed decisions.
• Must possess exceptional verbal and written communication skills with the ability to manage multiple stakeholders simultaneously under pressure.
• Must be able to define, monitor, and enforce SLAs across teams, holding stakeholders accountable without direct authority where necessary.
• Experience with CRM systems or ticketing platforms (e.g. Zendesk, Freshdesk, Salesforce) is a strong added advantage.

BasiGo offers a competitive compensation package in line with the seniority and scope of this role. Based on Kenyan market benchmarks for senior operations management positions in the technology and clean energy sector, the estimated monthly salary range is KES 200,000 – KES 350,000. Final compensation will depend on qualifications and demonstrated experience. Additional benefits typical of growth-stage tech companies may apply.

Ideal candidates are seasoned operations professionals with a passion for clean energy, public transport, or technology-driven service delivery. You thrive in dynamic, shift-based environments, are obsessive about data quality and SLA adherence, and are a natural leader who earns team trust through clarity and follow-through. You are comfortable owning outcomes across teams you do not directly manage and can communicate effectively with both frontline staff and senior leadership.

Do not apply if you have fewer than 5 years of relevant experience, are uncomfortable with shift-based or 24/7 operational environments, or prefer purely strategic roles without hands-on operational accountability.

• Prepare an updated CV clearly highlighting your operations management experience and measurable achievements.
• Write a concise cover letter (no more than one page) explaining why you are the right fit for BasiGo's mission and this specific role.
• Submit your application through BasiGo's official careers page or the job platform where this role was advertised.
• Applications are reviewed on a rolling basis — early submission is strongly encouraged.
• Only shortlisted candidates will be contacted for the next stage of the recruitment process.