About the role
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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