Customer Experience Starts With Great People

Meet Some of the Faces Behind the Nairobi Garage Customer Experience

A great workspace is about more than desks, WIFI and good coffee. It’s about how you feel when you walk through the door: welcomed, remembered and supported.

This Customer Service Week, we’re celebrating the people who make that feeling possible. From the first smile at reception to the details you may never notice, our team brings care, personality and a human touch to make your day memorable. Here are a few of the faces behind the experience.

Alice | Front Office Executive
For Alice, a warm welcome is never just a formality; she has seen how far a little positivity can go. She still remembers reassuring a nervous founder who had a big presentation with some investors who later returned with wonderful news: they landed their raise!
“Great customer experience often starts with something as simple as a smile, a listening ear or a kind word.”
Outside work, Alice is happiest exploring green spaces and waterfalls—or singing her heart out at karaoke.

Snaida | Office Assistant
Snaida has helped create one of the most important parts of the Nairobi Garage experience: a space that feels ready for you. Her attention to detail and awareness of what needs doing mean members can settle in and focus on their day.
“Customer experience is about members walking into a clean space that is ready for them. When they do, I feel good.”
When she’s off duty, she loves travelling and discovering hidden gems.

Brian | Barista
Brian knows that the perfect cup of coffee is personal. He takes pride in preparing each order the way its owner likes it, and the smile after that first sip makes his day. A keen cyclist, he also enjoys the ride to and from work.
“To me, customer experience is a member getting the coffee they had in mind. When they leave satisfied, I cycle home in high spirits.”

George | Office Supervisor
Some of the best customer service happens before anyone has to ask. That’s George’s approach. Whether he’s checking that a meeting room is ready, making sure facilities are working or helping members feel safe and comfortable, he looks after the details that keep a busy workspace running smoothly.
“For me, customer experience means anticipating what our members need and sorting it out before they even have to ask.”

Maria | Customer Experience
Maria believes the smallest details are often the most memorable: remembering someone’s name, noticing their preferences and knowing their favourite coffee order. To her, caring for members means taking initiative, not waiting to be asked.
“Customer experience is making members feel seen and special. It starts with remembering their name the first time we meet, and later, their favourite cup of coffee.” Away from work, you’ll likely find her watching anime with her little sister.

Charity | Branch Manager
After four years at Nairobi Garage, Charity knows that a member relationship doesn’t end when someone walks out the door. Im always available, at any time.
“To me, customer experience is a seamless journey, and that includes reaching out to members who have been away. When they appreciate that concern, it makes me happy.”
A nature lover and young mum, Charity treasures both long walks outdoors and time with her family.

Ephantus | Head of Finance
Customer experience isn’t confined to the front desk. The finance team plays an important role in keeping everything connected and running smoothly. He also knows that sometimes helping a member means making the right introduction. When someone asked him for legal assistance, he connected them with another Nairobi Garage member—and was delighted when they returned to thank him.
“Customer experience is member satisfaction. Finding a way to ensure customer expectations are met is what gives me joy”
An introvert who loves numbers and analytics, Ephantus finds meaning in the practical ways his work makes a difference

Caroline | Chief Operating Officer
Caroline has seen how a workspace can become a launchpad for something bigger. One memory stands out: she shared a funding opportunity with a member, who went on to accomplish significant funding for their business. It’s the kind of moment that reminds her why supporting members matters.
“Great customer experience is about making people feel valued, supported and at home. That moment lives rent-free in my heart and mind.”

The People Make the Place
A thoughtful introduction. A favourite coffee remembered. A meeting room ready before you arrive. A connection that opens a new door. These moments may seem small, but together they shape what it means to belong at Nairobi Garage.

This Customer Service Week, we’re celebrating the team members—both seen and behind the scenes—who turn our spaces into communities. To every person who makes our members feel welcome, supported and at home: thank you.

And to our members: thank you for giving us a community worth showing up for, every single day.