Specialty
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The role
The company is recruiting for a client that needs a senior customer support and client experience specialist for hairdresser clients. The role combines hands-on support across Zendesk, WhatsApp, SMS, email and social channels with guiding junior staff and improving support processes.
What you will do
- Support customers across Zendesk, WhatsApp, SMS, email and social channels
- Guide and mentor junior support team members
- Improve or build support processes, workflows and SOPs
- Keep responses consistent, high quality and efficient across channels
- Reduce escalations by improving first-line resolution
What they ask for
- 4-7+ years in customer support, client service or customer experience
- Proven experience leading, mentoring or supervising support teams
- Hands-on experience with Zendesk or similar ticketing systems
- Experience across WhatsApp, SMS, email, social DMs and phone or virtual calls
- Strong written and verbal communication
- Calm, structured approach in complaint-heavy environments
- Ability to balance hands-on support with operational thinking
This is our own short reading of the posting. The full description, and anything that has changed since, is on the employer's careers page behind the apply button.