Job Description
In 2016, The Government of Kenya through the Ministry of ICT, Innovation and Youth Affairs developed and established the Ajira Digital Program to bridge the gap between skills demand and lack of jobs. The program aims to introduce young people to digital and digitally-enabled work and provide the tools, training and mentorship needed for young people to work and earn an income with dignity. The program vision is to position Kenya as a choice labour destination for multinational companies as well as encourage local companies and public sector to create digital work and thus catapult Kenya onto the Global map, recognized as a Freelance hub by 2022.
Customer Service Representative (CSR – CX | Spanish)
- Provide world-class customer support across Spanish-speaking markets. Handle inquiries, orders, refunds, and escalations while delivering exceptional service.
Requirements:
- Native/B2 Spanish
- English B1 (for bilingual roles)
- Strong communication & problem-solving skills
- On-site only (no WFH)
CSR – Content Moderation & Data Annotation (Spanish)
- Review user content (text, images, videos), enforce policy guidelines, and label data for AI training to ensure safe digital spaces.
Requirements:
- Native/B2 Spanish
- English B1
- High accuracy and attention to detail
Quality Analyst (QA – Spanish/English)
- Audit CSR interactions, ensure adherence to quality standards, provide feedback, and track performance trends.
Requirements:
- Spanish Native/B2 + English B1
- Experience in QA, auditing, or CX oversight
- Strong analytical & coaching skills
Trainer (Spanish/English)
- Lead training for Customer Service, Content Moderation, and Data Annotation teams. Prepare materials, conduct assessments, and support skill development.
Requirements:
- Spanish Native/B2 + English B1
- Strong facilitation & presentation skills
- Experience creating training content
Team Leader (TL – Spanish/English)
- Lead 12–20 CSRs, manage KPIs (AHT, CSAT, Quality), handle escalations, and oversee daily operations.
Requirements:
- Native Spanish + B2 English
- Proven leadership & performance management experience
Supervisor (Spanish/English)
- Manage multiple Team Leaders, drive overall performance, ensure KPI achievement, and lead operational improvements.
Requirements:
- Native Spanish + B2 English
- Strong operational and managerial experience
Operations Manager (Spanish/English)
- Oversee end-to-end TEMU operations in the region, including staffing, quality, governance, training, and client management.
Requirements:
- Native Spanish + B2 English
- Extensive CX/operations leadership experience
- Strong strategic and cross-functional coordination skills
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