Senior Customer Support / Client Experience Specialist
At VirtuHire · South Africa
- Customer support
- Senior
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Where you can work from
Open to South Africa
“South Africa”
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- Posted
- 28 April 2026
- First seen by us
- 8 October 2026
- Last checked
- 20 hours ago
Job description
From VirtuHire’s job post, as they wrote it.
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.
Read the full description
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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