Senior Customer Support Advocate

Keen; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A global tech firm in Cape Town is seeking a Customer Service Agent to support a U.S. client in the POS tech space. This position involves troubleshooting technical issues and providing support via email, chat, and phone. Ideal candidates should have over three years of customer service experience and strong communication skills. The role requires working night shifts to assist U.S. customers, offering competitive compensation and growth opportunities within the company.

Benefits

Competitive full-time compensation

Collaborative office culture

Medical allowance

Professional development budget

Birthday leave

Qualifications

• 3+ years of customer service, helpdesk, or tech support experience.
• Experience in handling phone, SMS, and email support channels.
• Ability to navigate complex issues and provide solutions.

Responsibilities

• Handle customer support tickets via various channels.
• Troubleshoot and resolve issues for business operations.
• Support API integrations and maintain strong SLAs.

Skills

Customer service experience

Technical support experience

Strong communication skills

Calm under pressure

Self-starter

Empathy

Job description

About Keen

At Keen, we don't just deliver services — we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.

Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.

We're not a legacy BPO. We're a partner in growth — and that's whereyoucome in.

About the Role

We’re hiring aCustomer Service Agentto support a global client POS (point of sale) tech and delivery space. You'll play a critical frontline role helping their partners resolve technical issues, manage orders, and navigate integrated platforms.

This role is ideal for someone who thrives in high-pressure environments, learns quickly, and brings a calm, solution-oriented mindset to every interaction. You'll be joining an in office, global, and fast-moving team that values ownership, empathy, and communication.

What You’ll Do

• Handle customersupporttickets via email, chat, SMS, and phone inquiries with professionalism and urgency
• Troubleshoot and resolve issues related to business operations, orders, payments, software, and hardware for merchants
• Support API integrations with third-party platforms
• Maintain strong SLAs and high CSAT scores across all touchpoints
• Escalate bugs, errors, or high-risk customer concerns with detailed context
• Contribute to internal knowledge sharing and surface suggestions to improve tools and processes
• Track and manage customer updates through appropriate internal channels

What We’re Looking For

• 3+ years of experience in customer service, helpdesk, or tech support
• Experience handling phone support, SMS/live chat support, and email support channels
• Experience supporting complex issues, products, or systems, especially for the software, hardware, or food delivery industry, supporting vendors or merchants
• Familiarity with physical hardware support, connection errors, web applications, and admin system management; API knowledge is a plus
• Strong verbal and written communication skills in English (C1 or greater), and able to type 45+ words per minute
• Emotionally intelligent and empathetic—always focused on delivering helpful, human responses
• Calm under pressure with the ability to self-manage in chaotic or fast-changing environments
• Self-starter who actively seeks solutions and takes ownership of their work
• Able to receive feedback constructively and adapt quickly

Assessment Disclaimer

Assessment Disclaimer: The first stage is a 60-minute assessment with video questions, a typing test, and skill quizzes. Candidates have 24 hours from application submission to complete it.

Benefits

• Competitive full-time compensation
• Collaborative office space and culture
• Medical allowance
• Exposure to a fast-growing global client in the food tech space
• Many opportunities to grow within customer experience, operations, or technical support (TL, QA, and more!)
• Birthday leave + professional development budget
• Join a supportive, resourceful, and global team that values action, clarity, and empathy

Working Hours & Location

This is a full-time position, working from 11 pm to 7 am SAST, assisting customers in the U.S. It will shift to 12 am to 8 am from November to March for US Standard time.

The role is in-office, based at our office in Wembley Square, Gardens. The ability to commute to and from the office in Foreshore is required, with transportation arranged from certain locations near Cape Town.