Senior Customer Support / Client Experience Specialist

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.