Senior Customer Support Advocate at Keen

Setup: Hybrid
Location: Cape Town, Western Cape
Type: Full-time
Level: Senior
Posted: Jul 8, 2026

Description

Keen is seeking an experienced Senior Customer Support Advocate to join their team. This role involves delivering exceptional customer support across various channels, resolving complex issues, meeting KPIs, documenting interactions, collaborating with cross-functional teams, identifying process improvements, acting as a subject matter expert, and providing training and mentorship to team members.

Required Skills

customer support
customer service
customer experience
problem-solving
conflict-resolution
CRM systems
typist with a minimum typing speed of 40 words per minute (WPM)

Additional Information

Required Previous Experiences: 3 years' experience
previous experience as a Quality Assurance (QA) Analyst, Subject Matter Expert (SME), Senior Customer Support Advocate, Team Lead, or in a similar leadership role.
Demonstrated experience facilitating training, coaching, mentoring, or onboarding customer support teams.
Preferred Qualifications: Previous experience supporting customers within an e-commerce, retail, online marketplace, or consumer brand environment would be advantageous
Excellent written and verbal English communication skills (C1 level or higher).
Strong customer service, problem-solving, and conflict-resolution skills.
Ability to work independently while managing multiple priorities in a fast-paced environment.
Strong attention to detail with excellent organisational and time management skills.
Comfortable supporting customers across email, live chat, and phone.
Proficient with CRM systems and customer support tools.
Comfortable working evening and overnight shifts supporting U.S.-based customers.
Self-starter who actively seeks solutions and takes ownership of their work
Able to receive feedback constructively and adapt quickly