Senior Customer Support / Client Experience Specialist
Company shown to members 🔒 · Remote · South Africa only
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First recorded by Psst: 12 October 2026. Your first 3 jobs are free to apply to (the first right away, 2 more with your email). After that, the company and the apply link are for Psst members, from $4.99 for 7 days.
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The 20-second read
- Experience
- 7+ years required
- Where you can live
- South Africa only
- Skills and tools
- zendesk, social media, ticketing, escalations
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Job details
- Where you can work
- South Africa
- Employment type
- Not stated by the employer
- Advertised pay
- Not stated by the employer
- Experience
- 7+ years required
- Employer publication date
- 28 April 2026
- First recorded by Psst
- 12 October 2026
- Last checked at the source
- 8 November 2026
About the job
Description
Our client is hiring a senior customer-facing support professional to lead and elevate the client experience function for hairdresser clients across multiple channels.. This is not just a ticket-handling role. The ideal candidate will combine strong hands-on customer support experience with the ability to guide junior team members, improve support processes, and help structure a scalable client experience function.
You will still actively engage with customers across Zendesk, WhatsApp, SMS, email, and social channels, but you will also play a key role in ensuring consistency, quality, and efficiency across the entire support operation.
Requirements
Key Requirements
- 4–7+ years in customer support, client service, or customer experience roles.
- Proven experience leading, mentoring, or supervising support teams.
- Strong written and verbal communication skills.
- Hands-on experience with Zendesk or similar ticketing systems.
- Experience working across multiple channels, WhatsApp, SMS, Email, Social media DMs, Phone or virtual support calls.
- Strong ability to stay calm and structured in complaint-heavy environments.
- Experience improving or building support processes, workflows, or SOPs.
- Comfortable balancing hands-on support + operational thinking.
- Reliable, proactive, and takes ownership of outcomes (not just tasks).
What Success Looks Like
- Customers receive faster, more consistent responses across all channels.
- Junior support staff are effectively guided and improved over time.
- Support processes become clearer, more structured, and scalable.
- Fewer escalations due to improved first-line resolution.
- Strong customer satisfaction even under high volume.
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- Open 7 months
- No pay listed
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