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.