E-Commerce Customer Support Advocate

About Keen

Keen 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.

This 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.

In 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.

About the Role

We are hiring Customer Support Advocates to support a fast-growing U.S.-based eCommerce brand operating on Shopify.

This is a customer-first brand with high expectations for service quality. Customer experience is a core part of the business, and every interaction matters.

In this role, you will support customers across the full post-purchase journey including orders, subscriptions, shipping, product questions, and account management. You’ll handle both high-volume and more complex cases, requiring strong judgment, attention to detail, and clear communication.

This is not scripted support. You’ll be expected to think critically, take ownership of outcomes, and resolve issues end-to-end.

The environment is fast-paced and performance-driven, with clear expectations around response times, resolution quality, and customer satisfaction.

This is a full-time, office-based role located in Salt River.

What You’ll Do

• Handle inbound customer support across phone, email, chat, and SMS, maintaining professionalism and urgency while managing multiple conversations at once
• Resolve customer issues related to orders, subscriptions, shipping, returns, and account changes
• Support customers navigating Shopify-based storefronts and checkout experiences
• Investigate and resolve edge cases such as failed payments, delivery issues, and order discrepancies
• Maintain strong CSAT (target 90%+), response times, and resolution SLAs
• Manage multiple conversations simultaneously while maintaining accuracy and tone
• Log tickets, update case notes, and track resolutions across internal systems
• Escalate complex or sensitive issues with clear documentation and context
• Follow structured workflows while maintaining a high level of ownership and accountability

Requirements

What We’re Looking For

• 2-4+ years experience in customer support or CX, ideally in eCommerce
• Experience supporting Shopify or similar platforms (BigCommerce, WooCommerce, etc.)
• Experience with physical goods subscription products (food, supplements, skincare, or other consumer packaged goods)
• Strong written and spoken English (C1 level or higher)
• Typing speed of 40+ WPM (able to pass a typing speed test)
• Comfortable handling high-volume support queues with multiple concurrent tickets
• Strong attention to detail and ability to resolve issues end-to-end
• Calm under pressure with strong problem-solving ability
• Reliable, punctual, and consistent with attendance
• Comfortable working evening or overnight shifts aligned to U.S. hours

Schedule & Location

• Keen supports clients around the world and operates in a 24/7/365 environment. Team members are scheduled across a variety of shifts to ensure continuous support, so flexibility to work different shift patterns is essential.
• This is a full-time, office-based role located in Salt River.
• Monthly Transport Allowance or company-provided transport for qualifying shifts.

Benefits

Why Join Keen?

Join a collaborative, high-performing team where your growth is a priority. We invest in our people through ongoing learning, career development, an annual Professional Development Budget, and Birthday Leave to celebrate your special day.

Compensation

• Competitive Base Salary
• Medical Allowance
• Attendance & Timeliness Bonus
• Transport Allowance
• Monthly Performance Bonus

Total Potential Monthly Earnings: Up to R16,350, inclusive of salary, allowances, and bonuses.

Career Growth: High-performing team members have opportunities to progress into SME, Team Lead, QA, Operations, or Technical Support roles.

Global Support Environment

As we support clients across different time zones, Keen operates in a 24/7/365 environment. Team members should be comfortable working flexible schedules to support our clients and deliver an exceptional customer experience.