Senior Customer Support & Experience Lead

VirtuHire; South Africa; On-site; ZAR 540,000 - 700,000; Full time

Job summary

VirtuHire is seeking a senior customer-facing support professional to lead and elevate the client experience for hairdresser clients across multiple channels. This role goes beyond ticket handling, combining hands-on support with coaching and process improvement to build a scalable client experience function.

You will engage with customers across Zendesk, WhatsApp, SMS, email, and social channels, ensuring consistent, high-quality interactions while reducing escalations and driving customer

Qualifications

• 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).

Responsibilities

• Lead and mentor junior support staff.
• Improve and document support processes, workflows, or SOPs.
• Ensure consistency, quality, and efficiency across the support operation.
• Engage with customers across Zendesk, WhatsApp, SMS, Email, and social channels.
• Reduce escalations by improving first-line resolution.

Skills

Customer support

Team leadership

Communication skills

Zendesk experience

Multi-channel support

Tools

Zendesk

Job description

VirtuHire is seeking a senior customer-facing support professional to lead and elevate the client experience for hairdresser clients across multiple channels. This role goes beyond ticket handling, combining hands-on support with coaching and process improvement to build a scalable client experience function.

You will engage with customers across Zendesk, WhatsApp, SMS, email, and social channels, ensuring consistent, high-quality interactions while reducing escalations and driving customer