Senior Customer Support – Client Experience Specialist

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Lead and enhance the client experience function for hairdresser clients through various channels.

• Proactively interact with customers via Zendesk, WhatsApp, SMS, email, and social media platforms.

• Maintain consistency, quality, and efficiency throughout the entire support operation.

• Mentor junior team members, refine support processes, and assist in developing a scalable client experience function.

⛳️ Requirements

• 4–7+ years of experience in customer support, client service, or customer experience roles.

• Demonstrated expertise in leading, mentoring, or supervising support teams.

• Excellent written and verbal communication skills.

• Practical experience with Zendesk or comparable ticketing systems.

• Proven experience working across multiple channels, including WhatsApp, SMS, email, social media DMs, phone, or virtual support calls.

• Strong ability to remain calm and organized in environments with high complaint volumes.

• Experience in enhancing or creating support processes, workflows, or standard operating procedures (SOPs).

• Comfortable with a balance of hands-on support and operational strategy.

• Dependable, proactive, and takes ownership of outcomes rather than merely completing tasks.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and training.

• Flexible working hours and remote work options.

• Supportive team environment and company culture.