Senior Customer Support Advocate

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 where you come in.

About the Role

We're looking for an experienced Senior Customer Support Advocate to join our team supporting a leading global e-commerce brand. This role is ideal for someone who is passionate about delivering exceptional customer experiences while helping develop and elevate the performance of others through coaching, mentoring, and training.

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

• Deliver exceptional customer support across email, live chat, and phone channels.
• Assist customers with order enquiries, deliveries, returns, refunds, exchanges, payments, account management, and general product enquiries.
• Resolve complex customer issues with professionalism, empathy, and a customer-first approach.
• Handle escalated customer cases, ensuring timely and satisfactory resolutions.
• Meet and exceed key performance metrics, including quality, productivity, customer satisfaction (CSAT), and service level agreements (SLAs).
• Accurately document customer interactions and maintain detailed case records.
• Work closely with cross-functional teams to resolve customer issues and improve the overall customer experience.
• Identify recurring customer trends and recommend improvements to processes and workflows.
• Act as a subject matter expert by providing day-to-day guidance and support to team members.
• Deliver onboarding and refresher training sessions to new and existing Customer Support Advocates.
• Coach and mentor team members, providing constructive feedback and sharing best practices to improve performance and service quality.
• Contribute to the development and maintenance of training materials, knowledge base articles, and internal documentation.

Requirements

What We’re Looking For

• Minimum of 3 years' experience in a customer support, customer service, or customer experience role.
• Previous experience supporting customers within an e-commerce, retail, online marketplace, or consumer brand environment would be advantageous
• Must have previous experience as a Quality Assurance (QA) Analyst, Subject Matter Expert (SME), Senior Customer Support Advocate, Team Lead, or in a similar leadership role.
• Demonstrated experience facilitating training, coaching, mentoring, or onboarding customer support teams.
• Excellent written and verbal English communication skills (C1 level or higher).
• Strong customer service, problem-solving, and conflict-resolution skills.
• Ability to work independently while managing multiple priorities in a fast-paced environment.
• Strong attention to detail with excellent organisational and time management skills.
• Comfortable supporting customers across email, live chat, and phone.
• Must be a fast and accurate typist with a minimum typing speed of 40 words per minute (WPM).
• Proficient with CRM systems and customer support tools.
• Comfortable working evening and overnight shifts supporting U.S.-based customers.
• Self-starter who actively seeks solutions and takes ownership of their work
• Able to receive feedback constructively and adapt quickly

Benefits

• Competitive salary.
• Medical allowance.
• Birthday leave.
• Career development and progression opportunities within Customer Experience and Operations.
• Collaborative, high-performing, and supportive team culture.
• Modern offices located in Wembley Square, Gardens, Cape Town.
• Transport provided from selected Cape Town locations for qualifying evening and overnight shifts.

This is a full-time position, with shifts operating evening and overnight hours SAST), assisting customers in the U.S.

The role is in-office, based at our office in Salt River. The ability to commute to and from the office is required, with transportation arranged from certain locations near Cape Town for shifts between 6pm and 6am SAST.