{"id":396198,"url":"https://alion.io/job/keen-e-commerce-customer-support-advocate","title":"E-Commerce 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":[{"name":"WooCommerce","optional":false},{"name":"PHP","optional":true}],"status":"live","first_seen_at":"2026-07-30T00:00:00Z","employer_posted_date":"2026-07-30","last_verified_at":"2026-10-30T13:34:03Z","board_verified":true,"closed_at":null,"days_open":92,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":91},"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 Customer Support Advocates to support a fast-growing U.S.-based eCommerce brand operating on Shopify.\nThis is a customer-first brand with high expectations for service quality. Customer experience is a core part of the business, and every interaction matters.\nIn 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.\nThis is not scripted support. You’ll be expected to think critically, take ownership of outcomes, and resolve issues end-to-end.\nThe environment is fast-paced and performance-driven, with clear expectations around response times, resolution quality, and customer satisfaction.\nThis is a full-time, office-based role located in Salt River.\nWhat You’ll Do\nHandle inbound customer support across phone, email, chat, and SMS, maintaining professionalism and urgency while managing multiple conversations at once\nResolve customer issues related to orders, subscriptions, shipping, returns, and account changes \nSupport customers navigating Shopify-based storefronts and checkout experiences \nInvestigate and resolve edge cases such as failed payments, delivery issues, and order discrepancies \nMaintain strong CSAT (target 90%+), response times, and resolution SLAs \nManage multiple conversations simultaneously while maintaining accuracy and tone \nLog tickets, update case notes, and track resolutions across internal systems \nEscalate complex or sensitive issues with clear documentation and context \nFollow structured workflows while maintaining a high level of ownership and accountability\nRequirements\nWhat We’re Looking For\n2-4+ years experience in customer support or CX, ideally in eCommerce\nExperience supporting Shopify or similar platforms (BigCommerce, WooCommerce, etc.)\nExperience with physical goods subscription products (food, supplements, skincare, or other consumer packaged goods)\nStrong written and spoken English (C1 level or higher)\nTyping speed of 40+ WPM (able to pass a typing speed test)\nComfortable handling high-volume support queues with multiple concurrent tickets\nStrong attention to detail and ability to resolve issues end-to-end\nCalm under pressure with strong problem-solving ability\nReliable, punctual, and consistent with attendance\nComfortable working evening or overnight shifts aligned to U.S. hours\nSchedule & Location\nKeen 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.\nThis is a full-time, office-based role located in Salt River.\nMonthly Transport Allowance or company-provided transport for qualifying shifts.\nBenefits\nWhy Join Keen?\nJoin 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.\nCompensation\nCompetitive Base Salary\nMedical Allowance\nAttendance & Timeliness Bonus\nTransport Allowance\nMonthly Performance Bonus\nTotal Potential Monthly Earnings: Up to R16,350, inclusive of salary, allowances, and bonuses.\nCareer Growth: High-performing team members have opportunities to progress into SME, Team Lead, QA, Operations, or Technical Support roles.\n\nGlobal Support Environment\nAs we support clients across different time zones, Keen operates in a 24/7/365 environment. 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