Senior Customer Support / Client Experience Specialist

2 weeks ago
Senior
Customer and Technical Support

VirtuHire

VirtuHire is a staffing and recruiting company focused on helping businesses hire remote South African talent. It offers hiring support and employee management services including onboarding, payroll, compliance, and employer-of-record support.

Staffing / Recruiting
11-50
Founded 2019

Description

  • Provide hands-on customer support across Zendesk, WhatsApp, SMS, email, social media DMs, and phone or virtual support calls.
  • Lead and mentor junior support team members to improve performance and consistency.
  • Improve support processes, workflows, and SOPs to make the operation more scalable.
  • Help structure and strengthen the overall client experience function.
  • Ensure consistent, high-quality, and efficient support across all customer channels.
  • Handle complaint-heavy interactions while staying calm, structured, and solution-focused.
  • Contribute to faster first-line resolution and reduced escalations.
  • Own outcomes for customer support quality and operational effectiveness.

Requirements

  • 4–7+ years of experience 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, including WhatsApp, SMS, email, social media DMs, and 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 with operational thinking.
  • Reliable, proactive, and able to take ownership of outcomes, not just tasks.

Interested in this position?

Apply directly on the company website

Apply Now

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