Senior Customer Support / Client Experience Specialist
VirtuHire· Operations/Admin
About this 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.
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.
Frequently Asked Questions
Is the salary disclosed for the Senior Customer Support / Client Experience Specialist position at VirtuHire?
The salary for this Senior Customer Support / Client Experience Specialist role at VirtuHire is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Is the Senior Customer Support / Client Experience Specialist job at VirtuHire remote?
Yes, this Senior Customer Support / Client Experience Specialist position at VirtuHire is remote, with team members based in South Africa, TELECOMMUTE. You can work from home or anywhere in the supported regions.
Which team or department does the Senior Customer Support / Client Experience Specialist at VirtuHire belong to?
This Senior Customer Support / Client Experience Specialist position is part of the Operations/Admin department at VirtuHire. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Senior Customer Support / Client Experience Specialist position at VirtuHire?
Click the "Apply Now" button on this page. You will be redirected to VirtuHire's official application portal hosted on workable where you can submit your application directly.
When was the Senior Customer Support / Client Experience Specialist job at VirtuHire posted?
This Senior Customer Support / Client Experience Specialist position at VirtuHire was posted on Apr 28, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Customer Support / Client Experience Specialist
VirtuHire
You'll be redirected to VirtuHire's official application page on workable.