Customer Service & Admin Assistant… at Scalesource · Kenya

Customer Service & Admin Assistant (Multi-Industry)

Remote · Monday–Friday, 9am–6pm (Pacific, Central, or Eastern) · $1,250/month for the first 90 days, then $1,500/month

Some of the roles under this posting have a client ready to go right away. Others don't yet. Either way, the process is the same. If there's no client yet, we're getting to know people now so we can move fast the moment one shows up. Your recruiter will tell you plainly which situation applies to you.

What this job actually is

When a customer calls, emails, texts, or opens a chat, someone has to actually respond, and respond well. That's this job. You're the person keeping every conversation moving: booking the appointment, updating the record, catching a complaint before it turns into a cancellation.

This looks different depending on the business you're placed with. It might be a home services company juggling site visits, or a support desk juggling tickets. The channels and the specific tools change. What stays the same is you: answering promptly, keeping records straight, and flagging problems before they get bigger than they need to be.

What you'll actually do

• Answer and make calls, emails, texts, and chats, so nothing sits unanswered
• Book, confirm, reschedule, and remind customers about appointments, and handle it calmly when something needs fixing on the spot
• Keep the CRM or help desk clean: accurate notes, correct status, follow-ups actually scheduled instead of just remembered
• Handle routine admin tasks so whoever's running day-to-day operations doesn't have to stop and do them
• Escalate billing issues, complaints, or anything outside your lane using the process you're given at onboarding, instead of guessing
• Flag a pattern the moment you see one, like a channel going quiet or a customer getting repeatedly upset, instead of waiting to be asked

What we're actually looking for

• 3+ years in a customer-facing or admin support role
• Handled 60+ customer interactions a day for at least 6 consecutive months
• 2+ years hands-on with a CRM or help desk tool: Zendesk, HubSpot, Salesforce, ServiceTitan, or similar
• Comfortable managing multiple channels at once without losing track of what's outstanding
• Your written and spoken English is genuinely fluent. Not "good enough," fluent
• Experience working directly with US-based customers or companies is a plus, not a requirement

A few things that matter more than they sound like they should

• Internet that doesn't drop mid-call
• You show up on time, every time
• If something's going wrong, you say so before it becomes a bigger problem
• You follow through on what you said you'd do without needing a reminder

How the process actually works

Six steps. Same steps whether or not there's a client waiting.

1. We read your CV. An actual read, not a keyword scan.
2. A short intro video, just a couple of minutes. We're checking if you're clear and comfortable on camera, your English skills, and your professional setup (camera, lighting, sound...)
3. A recruiter call, about 30 minutes. Come with a real example of handling a high volume of customer interactions. This is also when we'll tell you plainly whether there's a client waiting for this specific role or not.
4. A couple of short take-home exercises. Nothing sneaky, nothing that takes your whole evening.
5. A reference check with someone who worked closely with you, not just a character reference.
6. If a client's ready, an interview with them. They make the final call on who they hire.

Here's the honest part: sometimes you'll finish this whole process and there won't be a job waiting yet. That's not us wasting your time, it's how we work. We'd rather get to know good people now, so we can move fast the moment a client needs someone like you. If that's where you land, you won't be left wondering. We'll keep you posted honestly, even when the honest update is just "nothing new yet." And if you take another job while you wait, that's fine, just let us know, and we'll pick back up whenever the timing works.

What to actually expect from us

If you make it to an interview, you'll get real feedback about how it went, either way. If your CV doesn't move forward, you'll still hear back, but it'll be a quick automated note rather than something personal. That's the trade-off of how many people apply to postings like this. We'd rather tell you that upfront than pretend everyone gets the same treatment.