Customer Service Operations Manager

About BasiGo

BasiGo is a pioneering e-mobility start-up driving a transformation in Africa’s public transportation. BasiGo provides an electric bus solution as a sustainable, cost-effective alternative to diesel buses for private operators in Kenya. At the heart of BasiGo’s innovation is our Pay-As-You-Drive model, making electric bus ownership and operation accessible and affordable for private sector operators across Africa.

BasiGo Kenya is looking for a Customer Service Operations Manager who is responsible for leading the Customer Service team and BasiGo’s Command and Control Centre that serves as the central operational hub that ensures customers receive rapid, accurate, and proactive support while maintaining real-time visibility of the entire fleet. This role is responsible for building and leading a high-performing Customer Service team that acts as the operational nerve centre of BasiGo by monitoring fleet status, coordinating responses to incidents, directing operational actions, and ensuring timely communication between customers and internal teams.

Responsibilities:

Operational Control Centre Leadership

• Establish and manage Customer Service team as BasiGo's operational nerve centre.
• Maintain real-time visibility and awareness of 100% of the active fleet at all times.
• Lead operational responses to incidents, including:
  • Accidents
  • Breakdowns
  • Repairs
• Coordinate and direct operational decisions in collaboration with relevant teams.
• Ensure seamless knowledge transfer and handovers across shifts to maintain continuous operational awareness.

Communication Hub & Cross-Functional Coordination

• Serve as the primary communication hub between customers and internal stakeholders.
• Ensure customers receive timely, accurate, and proactive updates throughout issue resolution.
• Triage incoming technical and operational, and commercial inquiries/ issues and assign ownership to the appropriate teams.
• Follow up and escalate when responses from stakeholders are delayed or service levels are not met.
• Coordinate information flow to ensure all stakeholders remain informed of ongoing events and actions.
  

Customer Issue Management

• Own the end-to-end management of all customer issues from initial reporting through to closure.
• Ensure rapid, informed, and effective responses to customer concerns.
• Monitor issue resolution progress and proactively remove blockers.
• Drive accountability across teams to meet agreed SLAs.
• Establish clear standards for issue escalation and response times.
• Build a culture of proactive monitoring rather than reactive issue management.

Data Integrity & Operational Systems Management

• Maintain high standards of data quality across all operational platforms.
• Oversee operational data entry processes and continuously improve data accuracy.
• Coordinate the extraction and management of CCTV footage when required.
• Generate operational insights and reports internally and externally to support decision-making.
  
  

Qualifications & Experience:

• Bachelor's degree in Operations Management, Business Administration, or a related fields
• 5+ years of experience in customer operations, customer experience, fleet operations, or service management.
• Experience leading cross-functional teams in a fast-paced operational environment.
• Strong incident management and problem-solving capabilities.
• Experience working with operational systems, dashboards, and data management platforms.
• Exceptional communication and stakeholder management skills.
• Experience with CRM or ticketing systems preferred.