VirtuHire
via Workable
Senior Customer Support / Client Experience Specialist
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 9h ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 140d ago
The date the source published, not the day we noticed it (2026-04-28). Last seen at its source 1h ago.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
South Africa
The description states no restriction of its own. This is the source's own tag.
Pay not stated
Similar roles pay €1,350–1,625/mo
Middle 50% of 23 listings that do state pay — Customer · all levels · EMEA · EUR/month. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
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workable employer's own board first seen 10d ago · last seen 1h ago
The listing
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.