# Senior Customer Support / Client Experience Specialist

**Company:** [VirtuHire](http://jobs.workable.com/companies/kFmPJgXQgJdsTAD6szzoRf.md)
**Location:** Remote
**Workplace:** remote
**Department:** Operations/Admin

[Apply for this job](http://jobs.workable.com/view/b1caaf0c-2e0d-4b2a-a3ad-35df1e6c9e6f)

## Description

### 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.
-   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).

### **What Success Looks Like**

-   Customers receive faster, more consistent responses across all channels.
-   Junior support staff are effectively guided and improved over time.
-   Support processes become clearer, more structured, and scalable.
-   Fewer escalations due to improved first-line resolution.
-   Strong customer satisfaction even under high volume.