Senior Customer Experience Specialist (Remote)

Placements24; Mossel Bay; Hybrid; ZAR 800,000 - 1,100,000; Full time

Benefits offered by this job

Fully remote work arrangement

Comprehensive health benefits

Career development opportunities

Paid time off and holidays

Access to CX tools

Job summary

Placements24 is seeking a Senior Customer Experience Specialist to shape and enhance the customer journey for a fully remote e-commerce platform. You will analyze feedback, identify pain points, and implement strategies to boost satisfaction and loyalty from your home office.

As a senior, you will mentor junior specialists and help define best practices for customer engagement, translating insights into actionable improvements in a remote-first culture.

Qualifications

• 4+ years in Customer Experience, Customer Service Management, or related field.
• Experience working fully remote.
• Strong analytical skills and ability to translate data into actions.
• Excellent written and verbal communication; strong presentation abilities.

Responsibilities

• Analyze customer feedback across channels to identify trends and improvements.
• Develop strategies to enhance customer experience across lifecycle.
• Map customer journeys to identify friction points and optimize flows.
• Collaborate with product, marketing, and operations to advocate for customer needs.

Skills

Remote work experience

Analytical thinking

Excellent communication

CX strategy development

Education

Bachelor's degree in Marketing/Communications/Business

Tools

CRM systems

CX platforms

Job description

About the Role

Our client, a forward-thinking e-commerce platform, is actively seeking an experienced Senior Customer Experience Specialist to join their fully remote team. This role is integral to shaping and enhancing the customer journey across all touchpoints. You will be responsible for analyzing customer feedback, identifying pain points, and developing innovative strategies to elevate overall customer satisfaction and loyalty. As a senior member of the team, you will also mentor junior specialists and contribute to defining best practices for customer engagement. This is a fantastic opportunity for a passionate advocate of exceptional service to make a tangible impact from the comfort of their home office. We are looking for individuals who are data-driven, empathetic, and possess a proven ability to translate insights into actionable improvements. The position requires a proactive approach to problem-solving and a deep understanding of customer psychology in an online retail environment. If you thrive in a remote-first culture and are dedicated to creating seamless and delightful customer interactions, this role is for you. The role is based remotely, with the expectation of residing within or near **Mossel Bay, Western Cape, ZA**, to facilitate occasional team meet-ups if required, though day-to-day operations are fully remote.

Key Responsibilities

• Analyze customer feedback from various channels (surveys, reviews, social media, support interactions) to identify key trends and areas for improvement.
• Develop and implement strategies to enhance the customer experience across the entire customer lifecycle.
• Design and execute customer journey mapping initiatives to identify friction points and opportunities for optimization.
• Collaborate with product, marketing, and operations teams to advocate for customer needs and drive CX initiatives.
• Create and manage customer-facing content, including help articles, FAQs, and communication templates.
• Monitor key customer experience metrics (NPS, CSAT, CES) and report on performance to stakeholders.
• Mentor and guide junior Customer Experience Specialists, providing training and support.
• Champion a customer-centric culture throughout the organization.
• Manage and resolve escalated customer issues with a focus on retention and satisfaction.
• Stay abreast of industry best practices and emerging trends in customer experience management.

Requirements

• Minimum of 4 years of experience in Customer Experience, Customer Service Management, or a related field, with at least 2 years in a senior or leadership capacity.
• Proven experience working effectively in a fully remote environment.
• Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.
• Excellent written and verbal communication skills, with strong presentation abilities.
• Experience with customer feedback tools, CRM systems, and CX platforms.
• Demonstrated ability to develop and implement successful CX strategies.
• A passion for understanding customer needs and driving positive outcomes.
• Bachelor's degree in Marketing, Communications, Business, or a related field is preferred.
• Must have a dedicated home office setup with reliable internet connectivity.
• Candidates should ideally be based in or around **Mossel Bay, Western Cape, ZA**, but the role is fully remote.

Benefits

• Competitive annual salary of ZAR .
• Fully remote work arrangement.
• Opportunities for professional development and career growth.
• Comprehensive health benefits package.
• Paid time off and company holidays.
• Access to innovative CX tools and platforms.
• Collaborative and supportive remote team environment.
• Performance incentives and bonuses.