Senior Customer Support Advocate & Team Coach

KEEN; Cape Town; On-site; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Medical Allowance

Attendance & Timeliness Bonus

Transport Allowance

Monthly Performance Bonus

Birthday Leave

Professional Development Budget

Job summary

Keen is seeking a Senior Customer Support Advocate to join an in-office, global, fast-moving team in Salt River (Cape Town). You will deliver multi-channel support, mentor peers, and help elevate team performance through coaching, training, and process improvements.

This role emphasizes empathy, ownership, and strong communication. Ideal candidates have 3+ years in customer support within e-commerce or consumer brands, with leadership experience and excellent English.

Qualifications

• Minimum of 3 years' experience in a customer support or customer experience role.
• Experience in e-commerce, retail, online marketplace, or consumer brand environments preferred.
• Must have prior leadership or senior support roles (QA Analyst/ SME/ Senior Advocate/ Team Lead).
• Experience facilitating training, coaching, mentoring, or onboarding customer support teams.
• Excellent written and verbal English (C1 level or higher).
• Strong customer service, problem-solving, and conflict-resolution skills.
• Able to manage multiple priorities independently in a fast-paced setting.
• Comfortable supporting customers via email, live chat, and phone.
• Able to type quickly and accurately (40 WPM).
• Experience with CRM systems and customer support tools.

Responsibilities

• Deliver exceptional customer support across email, live chat, and phone channels.
• Handle order inquiries, deliveries, returns, refunds, exchanges, and payments.
• Resolve complex customer issues with empathy and a customer-first approach.
• Manage escalations and ensure timely, satisfactory resolutions.
• Document interactions and maintain detailed case records.
• Collaborate with cross-functional teams to improve the customer experience.
• Identify recurring trends and suggest process improvements.
• Provide day-to-day guidance and training to team members.

Skills

Customer service

Coaching/mentoring

English (C1+)

Problem solving

Conflict resolution

Time management

Typing speed 40 WPM

Tools

CRM systems

Customer support tools

Job description

Keen is seeking a Senior Customer Support Advocate to join an in-office, global, fast-moving team in Salt River (Cape Town). You will deliver multi-channel support, mentor peers, and help elevate team performance through coaching, training, and process improvements.

This role emphasizes empathy, ownership, and strong communication. Ideal candidates have 3+ years in customer support within e-commerce or consumer brands, with leadership experience and excellent English.