{"id":396209,"url":"https://alion.io/job/keen-customer-support-advocate","title":"Customer Support Advocate","company":{"id":7873,"name":"Keen","domain":"keen.io","url":"https://alion.io/company/keen","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"C","score":56,"open_postings":15,"ghost_share":0.733,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Legal","role_family":"Legal","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-23T00:00:00Z","employer_posted_date":"2026-07-23","last_verified_at":"2026-10-31T02:30:21Z","board_verified":true,"closed_at":null,"days_open":100,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":98},"description":"About Keen\nKeen builds high-performing CX and operational teams for fast-growing tech companies in the U.S. and Canada. Our teams support complex software platforms used by businesses around the world.\nThis is not a traditional call centre role. Our teams handle complex work that requires judgment, product knowledge, and real problem solving. The environment is fast-paced, data-driven, and performance-oriented.\nIn return, Keen offers long-term careers, equitable compensation, and the opportunity to work in the future of the customer support industry. As Tier-1 work is automated by AI, Keen teams focus on the complex work that tech companies will always need.\nAbout the Role\nWe are hiring Senior Customer Support Advisors to support software and hardware platforms used by businesses across the U.S. and internationally.\nIn this role, you will help customers troubleshoot complex and unique issues related to technical problems, operational workflows, and platform usage across phone, email, chat, and messaging channels. This may include diagnosing issues with web applications, integrations, and connected hardware used by merchants and operators.\nThis role operates in a structured, performance-driven support environment where reliability, ownership, and attention to detail are critical. Successful team members are comfortable working in a fast-paced program, managing multiple customer conversations at one time, and consistently meeting service standards.\nThe role is full-time and in-office at our Cape Town office in Woodstock.\nWhat You’ll Do\nHandle inbound customer support acrossphone, email, chat, and SMS, maintaining professionalism and urgency while managing multiple conversations at once\nTroubleshoot and resolve issues related to orders, payments, platform workflows, integrations, and connected hardware devices used by business customers\nInvestigate and diagnose issues within web applications, dashboards, and third-party integrations, escalating bugs or system issues with clear documentation\nGuide customers through technical troubleshooting steps, including configuration, connectivity, and platform functionality\nMaintain strong operational metrics including response times, resolution times, CSAT (target 90%+), and documentation quality\nMaintain consistent in-office attendance and punctuality, ensuring adherance for scheduled shifts\nFollow internal support processes to log tickets, update case notes, and track resolution progress across multiple systems\nEscalate high-risk or complex issues with clear context, investigation notes, and recommended next steps\nRequirements\nWhat We’re Looking For\n 2-4+ years of experience in customer support, help desk, or technical support\nExperience supporting software platforms, web applications, or business systems\nComfortable troubleshooting edge case technical issues and explaining solutions clearly\nStrong written and spoken English (C1 level or higher) and pass a typing speed test of 40+ WPM\nAbility to manage multiple customer interactions while maintaining accuracy and attention to detail\nCalm under pressure with strong problem-solving and communication skills\nReliable and punctual, with a demonstrated history of professional attendance and accountability\nAble to receive feedback, follow structured processes, and operate within defined service standards\nProven history of working evening or overnight shifts\nAssessment Disclaimer\nThe first stage is a 60-minute assessment with video questions, a typing test, and skill quizzes. \nYou will have 24 hours from application submission to complete these.\nYou will need access to a PC with a webcam and microphone to complete the assessments.\nSchedule & Location\nThis role supports international customers and operates on day, evening, and overnight shifts (SAST).\nThe role is fully in-office at our Cape Town location in Woodstock.\nIn accordance with local transport requirements, Keen provides transportation to and from the office for shifts starting or ending between 6pm and 6am SAST.\nBenefits\nCollaborative in-office team environment\nProfessional development budget\nCompensation includes:\nBase Salary\nMedical Allowance\nAttendance & Timeliness Bonus\nTransport Allowance\nMonthly Performance Bonus\nTotal potential monthly earnings: up to R16,350 - inclusive of the above\nTeam members who demonstrate strong performance and reliability may have opportunities to grow into roles such as Subject Matter Experts, Team Leads, QAs, Operations, or Technical Support specialization.","description_format":"text","description_chars":4512,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Embedded & Customer-Facing Analytics","Customer Data Platforms (CDP) & Reverse ETL"],"lifecycle":[{"event":"open","at":"2026-09-06T00:01:50Z"}],"visa":[],"liveness":{"score":5,"band":"cold","label":"Long shot","p_open":1,"p_active":0.173,"p_room":0.28,"age_days":99,"expected_fill_days":24,"reasons":["conf:1","stale_co","ghost","win:tail","crowd:"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/keen-customer-support-advocate","json_url":"https://alion.io/job/keen-customer-support-advocate.json","meta":{"generated_at":"2026-10-31T03:14:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4518,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7873},"rest":"https://alion.io/mcp/rest/get_company?id=7873"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkeen-customer-support-advocate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkeen-customer-support-advocate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkeen-customer-support-advocate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/keen-customer-support-advocate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkeen-customer-support-advocate"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":396209}},{"tool":"search_jobs","arguments":{"company":"keen.io","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":396209},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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