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.
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Proven experience leading, mentoring, or supervising support teams.
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Strong written and verbal communication skills.
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Hands-on experience with Zendesk or similar ticketing systems.
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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.
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Experience improving or building support processes, workflows, or SOPs.
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Comfortable balancing hands-on support + operational thinking.
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Reliable, proactive, and takes ownership of outcomes (not just tasks).
What Success Looks Like-
Customers receive faster, more consistent responses across all channels.
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Junior support staff are effectively guided and improved over time.
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Support processes become clearer, more structured, and scalable.
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Fewer escalations due to improved first-line resolution.
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Strong customer satisfaction even under high volume.
