Open to opportunities

samuel musakale

@samuelmusakale

Message

I lead e-commerce support teams that improve resolution, productivity, and customer outcomes.

Kenya

Message

What I'm looking for

I'm looking for a long-term, growth-oriented remote role where I can lead customer support, improve service processes, represent a strong brand voice, and help customers and teams achieve better outcomes.

At Jumia Kenya, I've led customer service teams supporting client and vendor accounts across phone, chat, and email in a fast-paced e-commerce environment.

As a Customer Service Team Lead, I managed high-volume vendor tickets, resolved technical and billing issues, analyzed campaign performance, and consistently met SLA and customer satisfaction targets. I also coached new team members and worked closely with distributed cross-functional teams through Slack and email.

Previously, I supervised 12 representatives and helped achieve a 92% first-contact resolution rate. I introduced process improvements that raised productivity, reduced average handle time by 15%, and contributed to a 90% increase in sales performance within two months.

I'm driven by ownership, practical solutions, and helping customers and teams succeed. My experience spans customer retention, upselling, CRM management, order tracking, conflict resolution, and brand-aligned support.

Experience

Work history, roles, and key accomplishments

Customer Service Team Lead

Jumia Kenya

Jun 2023 - Aug 2025 (2 years 2 months)

Represented client and vendor accounts across phone, chat, and email, crafting solution-based responses to advertising, platform, and billing inquiries while conveying brand voice consistently. Worked independently to manage a high volume of vendor tickets, prioritizing tasks and meeting deadlines with minimal supervision in a fast-paced, high-growth environment.