Senior Customer Support / Client Experience Specialist

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.
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.