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 hiring a Customer Service Agent to support a global client POS (point of sale) tech and delivery space. You'll play a critical frontline role helping their partners resolve technical issues, manage orders, and navigate integrated platforms.
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
- Handle customer support tickets via email, chat, SMS, and phone inquiries with professionalism and urgency
- Troubleshoot and resolve issues related to business operations issues, orders, payments, software, and hardware for merchants
- Support API integrations with third-party platforms
- Maintain strong SLAs and high CSAT scores across all touchpoints
- Escalate bugs, errors, or high-risk customer concerns with detailed context
- Contribute to internal knowledge-sharing and surface suggestions to improve tools and processes
- Track and manage customer updates through appropriate internal channels
Requirements
What We’re Looking For
- 3+ years of experience in customer service, help desk, or tech support
- Experience handling phone support, SMS/live-chat support, and email support channels
- Experience supporting complex issues, products, or systems, especially for the software, hardware, or food delivery industry, supporting vendors or merchants
- Familiarity with physical hardware support, connection errors, web applications, and admin system management; API knowledge is a plus
- Strong verbal and written communication skills in English (C1 or greater), and able to type 45+ words per minute
- Emotionally intelligent and empathetic — always focused on delivering helpful, human responses
- Calm under pressure with the ability to self-manage in chaotic or fast-changing environments
- Self-starter who actively seeks solutions and takes ownership of their work
- Able to receive feedback constructively and adapt quickly
Assessment Disclaimer
The first stage is a 60-minute assessment with video questions, a typing test, and skill quizzes. Candidates have 24 hours from application submission to complete it.
Benefits
- Competitive full time compensation
- Collaborative office space and culture
- Medical allowance
- Exposure to a fast-growing global client in the food tech space
- Many opportunities to grow within customer experience, operations, or technical support (TL, QA, and more!)
- Birthday leave + professional development budget
- Join a supportive, resourceful, and global team that values action, clarity, and empathy
This is a full-time position, working from 11 pm to 7 am SAST), assisting customers in the U.S. It will shift to 12am to 8am from November to March for US Standard time.
The role is in-office, based at our office in Wembley Square, Gardens. The ability to commute to and from the office in Foreshore is required, with transportation arranged from certain locations near Cape Town.