About Us

Enhancesoft is a software company headquartered in Alexandria, Louisiana, USA. Since the launch of our flagship product, osTicket, in 2004, it has become the world’s leading open-source customer support ticketing system, with millions of downloads and users. Our SaaS offering, SupportSystem, is serving thousands of paying customers in 121 countries and solidifying our position as a major player in the customer support ticketing software industry. We are expanding our operations to Eldoret, Kenya and actively seeking a highly organized and proactive Business Operations and Customer Service Specialist to manage our office operations and customer support functions, ensuring a seamless experience for both our team and clients.

Job Overview

The Business Operations and Customer Service Specialist is responsible for overseeing daily business operations while ensuring top-tier customer service. This role requires exceptional verbal and written communication skills, as well as the ability to understand complex technical concepts to effectively manage customer inquiries and internal processes. The ideal candidate thrives in a fast-paced environment, can communicate clearly across all levels of the organization, and delivers professional and excellent service to both internal teams and external customers.

Key Responsibilities

• Operations Management
  • Lead and optimize daily office operations, including managing office supplies, equipment maintenance, and facilities.
  • Coordinate with vendors, service providers, and building management to maintain a productive work environment.
  • Develop and streamline office procedures to enhance operational efficiency.
  • Oversee scheduling, meeting coordination, and travel arrangements for the team.
  • Ensure compliance with office health, safety, and security regulations.
  • Effectively communicate with team members and external stakeholders to ensure smooth operational processes.
• Customer Service and Experience
  • Serve as the primary point of contact for customer inquiries, ensuring prompt and professional responses and resolution.
  • Understand and communicate complex technical concepts to customers in a clear and concise manner.
  • Handle customer concerns, issues, or feedback, and resolve them in a timely manner, escalating to leadership as necessary.
  • Leverage strong written communication to craft clear, concise responses to customers and ensure smooth documentation of interactions.
  • Develop and maintain customer service documentation, including FAQs, guides, and best practices, to improve the customer experience.
  • Analyze customer interactions to identify trends and opportunities for improving processes and service delivery.
• Documentation and Process Improvement
  • Serve as the primary point of contact for customer inquiries, ensuring prompt and professional responses and resolution.
  • Write, edit, and maintain internal and external documentation, including office procedures, customer support guidelines, and operational workflows.
  • Collaborate with technical teams to document processes and procedures that may involve complex technical jargon or concepts.
  • Ensure all documentation is up-to-date, well-organized, and easily accessible for staff and customers.
• Administrative and Executive Support
  • Assist senior leadership with administrative tasks, including report generation, presentations, and correspondence.
  • Maintain and organize important office records and documents.
  • Support the planning and execution of company events, meetings, and employee engagement initiatives.
  • Craft professional communications such as memos, emails, and presentations to ensure clear and effective messaging across teams.
• Financial and Resource Management
  • Assist in the development and management of office-related budgets.
  • Process office-related invoices and maintain accurate records of expenses.
  • Work closely with the accounting department to manage payments, billing, and petty cash.
• HR and Employee Support
  • Assist with employee onboarding, including office orientation and maintaining employee records.
  • Collaborate with HR on recruitment activities and office policy implementation.
  • Help coordinate employee engagement activities, such as team-building events and workshops.
  • Leverage strong communication skills to assist in interviews, onboarding, and internal announcements.

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field.
• 3+ years of experience in operations, office management, or customer service roles.
• Exceptional verbal and written communication skills are a must.
• Ability to understand complex technical jargon and explain them clearly to non-technical customers and stakeholders.
• Strong organizational and multitasking skills with excellent attention to detail.
• Proficiency in office productivity software (e.g., Microsoft Office, Google Workspace) and customer service platforms.
• Ability to work independently and collaboratively within a team.
• Strong problem-solving skills and the ability to manage challenging situations professionally.

Preferred Qualifications

• Experience with customer support platforms (CRM or ticketing software) to manage customer inquiries and workflows.
• Experience with customer support platforms (such as helpdesk ticketing software or CRM systems) to manage customer inquiries and workflows.
• Knowledge of cloud-based collaboration platforms, such as Slack, Microsoft Teams, or Zoom, to enhance communication and team productivity in a hybrid work environment.
• Familiarity with project management tools to manage office and operational tasks efficiently.
• Experience in data analysis and reporting tools (e.g., Excel, Google Sheets, or BI tools) for tracking and optimizing customer support metrics and office performance.
• Basic understanding of financial management and budget oversight, including handling invoices and expenses.
• Proven ability to lead and mentor teams, fostering a culture of continuous learning and improvement in customer service and operations.

Why Join Us?

Impact global users with your work. Enjoy a competitive salary, growth opportunities, and a supportive team environment.

Application Process

If you are passionate about making a global impact in a dynamic and fast-paced environment, then we want to hear from you! Please submit your resume and a cover letter detailing your relevant experience at Enhancesoft Kenya Careers.

Please note that as part of our dedication to sourcing top talent, Enhancesoft Kenya partners exclusively with Tai Talent for candidate screening and initial outreach. If you are contacted by Tai Recruit, rest assured it is an official and integral part of our recruitment process. Third-party recruiters are not welcomed.