{"id":396201,"url":"https://alion.io/job/keen-senior-customer-support-advocate","title":"Senior 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":59,"open_postings":16,"ghost_share":0.688,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Legal","role_family":"Legal","seniority":"senior","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":{"min_usd":24000,"max_usd":66000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":15},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-30T00:00:00Z","employer_posted_date":"2026-07-30","last_verified_at":"2026-11-04T01:42:43Z","board_verified":true,"closed_at":null,"days_open":97,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":96},"description":"About Keen\nAt 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.\nKeen 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.\nWe're not a legacy BPO. We're a partner in growth and that's where you come in.\nAbout the Role\nWe're looking for an experienced Senior Customer Support Advocate to join our team supporting a leading global e-commerce brand. This role is ideal for someone who is passionate about delivering exceptional customer experiences while helping develop and elevate the performance of others through coaching, mentoring, and training.\nThis 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.\nWhat You’ll Do\nDeliver exceptional customer support across email, live chat, and phone channels.\nAssist customers with order enquiries, deliveries, returns, refunds, exchanges, payments, account management, and general product enquiries.\nResolve complex customer issues with professionalism, empathy, and a customer-first approach.\nHandle escalated customer cases, ensuring timely and satisfactory resolutions.\nMeet and exceed key performance metrics, including quality, productivity, customer satisfaction (CSAT), and service level agreements (SLAs).\nAccurately document customer interactions and maintain detailed case records.\nWork closely with cross-functional teams to resolve customer issues and improve the overall customer experience.\nIdentify recurring customer trends and recommend improvements to processes and workflows.\nAct as a subject matter expert by providing day-to-day guidance and support to team members.\nDeliver onboarding and refresher training sessions to new and existing Customer Support Advocates.\nCoach and mentor team members, providing constructive feedback and sharing best practices to improve performance and service quality.\nContribute to the development and maintenance of training materials, knowledge base articles, and internal documentation.\nRequirements\nWhat We’re Looking For\nMinimum of 3 years' experience in a customer support, customer service, or customer experience role.\nPrevious experience supporting customers within an e-commerce, retail, online marketplace, or consumer brand environment would be advantageous\n Must have previous experience as a Quality Assurance (QA) Analyst, Subject Matter Expert (SME), Senior Customer Support Advocate, Team Lead, or in a similar leadership role.\nDemonstrated experience facilitating training, coaching, mentoring, or onboarding customer support teams.\nExcellent written and verbal English communication skills (C1 level or higher).\nStrong customer service, problem-solving, and conflict-resolution skills.\nAbility to work independently while managing multiple priorities in a fast-paced environment.\nStrong attention to detail with excellent organisational and time management skills.\nComfortable supporting customers across email, live chat, and phone.\n Must be a fast and accurate typist with a minimum typing speed of 40 words per minute (WPM).\nProficient with CRM systems and customer support tools.\nComfortable working evening and overnight shifts supporting U.S.-based customers.\nSelf-starter who actively seeks solutions and takes ownership of their work\nAble to receive feedback constructively and adapt quickly\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\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. Team members should be comfortable working flexible schedules to support our clients and deliver an exceptional customer experience.","description_format":"text","description_chars":4909,"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":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Flexible schedule","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":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.272,"p_room":0.28,"age_days":96,"expected_fill_days":29,"reasons":["conf:4","stale_co","ghost","win:tail","crowd:"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/keen-senior-customer-support-advocate","json_url":"https://alion.io/job/keen-senior-customer-support-advocate.json","meta":{"generated_at":"2026-11-04T03:38:53Z","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":5652,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"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-senior-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-senior-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-senior-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-senior-customer-support-advocate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkeen-senior-customer-support-advocate"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":396201}},{"tool":"search_jobs","arguments":{"company":"keen.io","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":396201},"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. Docs: https://alion.io/developers"}}