Greenspoon is Kenya’s fastest growing online supermarket, delivering thousands of delicious, healthy, and fresh groceries directly to our customers’ homes every day. We are building East Africa’s largest online supermarket with exceptional service and quality at an every day price. We pride ourselves on offering the widest range of organic fruits and vegetables, freshly baked breads, quality meats, and much more! We delight you with everything that you love and everything that you need.
We deeply care about our customers, suppliers, employees, and the environment. We believe this is the reason we have grown tenfold over the last two years. We embody our values – honesty, quality, and impact – every day. As a certified B Corp, we hold the highest global mark of sustainability, placing us in the same league as brands like Patagonia, Ben & Jerry’s, and BrewDog. We are a sustainable enterprise that is also profitable. We are optimistic about the future and have strong confidence in our abilities. Our team is young, extremely talented, and driven to make an impact.
The role: Customer Service Agent
As Customer Service Agent, you will be the voice and heart of Greenspoon. You will work as part of a small team that handles every phone call, WhatsApp, email, and customer interaction with care, energy, and efficiency. You will ensure that every customer feels heard, helped, and delighted. You will be both the first line of defense and our frontline ambassador solving problems, gathering feedback, and helping the rest of the company learn from every customer conversation. This is a role with a clear path to leadership — we are looking for someone who is ready to grow into a Customer Service Agent as the team scales.
This is a role for a people-first individual who is passionate about service, obsessed with process, and energized by the idea of building deep customer loyalty. You will work closely with our Operations and Commercial teams to drive customer happiness, retention, and continuous improvement. We are looking for someone with the potential and ambition to grow into a leadership role as we scale.
Key responsibilities
- Support the day-to-day operations of our customer success team, ensuring quick response times, empathetic conversations, and high-quality resolutions
- Work alongside a team of customer success agents across phone, WhatsApp, and email, and demonstrate best practices in handling customer interactions
- Monitor and improve service levels, shift planning, and team availability to match demand and uphold our premium delivery promise
- Analyze customer feedback and complaints to identify recurring issues, escalate as needed, and drive proactive solutions
- Be a customer advocate across the business – collecting, organizing, and sharing feedback with relevant teams to continuously improve the end-to-end experience
- Design and implement internal processes to improve how the team operates and responds to customer issues
- Track and report on team performance, customer satisfaction metrics (e.g. NPS), and retention insights
- Lead outbound customer calling initiatives to follow up on orders, solicit feedback, and strengthen relationships
- Champion Greenspoon’s values of honesty, quality, and impact in every customer interaction
You will love this role if you…
- Believe that customer service is a strategic pillar of business, not a back office
- Are energized by solving problems and helping others succeed
- Are a people person who builds trust quickly and communicates with warmth and clarity
- Thrive in a fast-paced environment and enjoy bringing structure to chaos
- Enjoy working collaboratively across teams and functions
- Have a bias for action, a positive attitude, and a strong sense of accountability
- Are calm under pressure and know how to manage high volumes without compromising quality
- Are always asking: how can we do this better next time?
Minimum requirements
- 1–2 years of customer success or customer service experience in a similar role
- Experience managing multi-channel customer service (phone, WhatsApp, email, chat)
- Clear communication skills in both English and Kiswahili, spoken and written
- Strong organizational, problem solving and process improvement skills
- Customer-first mindset, with a proven track record of resolving issues and driving satisfaction
- Ability to use CRM tools, spreadsheets, and reporting tools
- Experience in eCommerce, logistics, or fast-moving environments is a strong advantage
