Senior Customer Support / Client Experience Specialist
Senior customer support role for hairdresser clients, leading and improving client experience across multiple channels, mentoring junior staff, and building scalable processes.
Can a South African apply?
The employer’s own job board lists this role’s eligible location as:
South Africa (Remote)
Taken from the structured location field on the employer’s job board, not from the wording of the advert, when we last checked it on 2026-09-27. Employers change eligibility without notice — the employer’s page is the authority, not this one.
What it pays
Not published. This posting states no figure, and we do not estimate one. Ask during the first conversation.
The full posting
Reproduced from the employer’s own listing, unedited.
Read the posting in full · 227 words
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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