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.
About the company
VirtuHire
VirtuHire At VirtuHire, we specialize in connecting businesses with South Africa's top-tier remote talent. By offering no-recruitment-fee hiring solutions and acting as the Employer of Record (EOR), we handle everything from sourcing and onboarding to payroll and admin management. Our mission is to empower companies to scale efficiently, save up to 68% on operational costs, and access a highly skilled, diverse workforce tailored to their needs. Whether you're a business looking for cost-effective, qualified talent or an applicant seeking exciting remote opportunities, VirtuHire ensures a seamless and professional experience at every step. Join us and discover the difference of working with the top 1%.
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