Senior 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 Senior Customer Support Advisors to support software and hardware platforms used by businesses across the U.S. and internationally.

In 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.

This 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.

The role is full-time and in-office at our Cape Town office in Woodstock.

What You’ll Do

• Handle inbound customer support across phone, email, chat, and SMS, maintaining professionalism and urgency while managing multiple conversations at once
• Troubleshoot and resolve issues related to orders, payments, platform workflows, integrations, and connected hardware devices used by business customers
• Investigate and diagnose issues within web applications, dashboards, and third-party integrations, escalating bugs or system issues with clear documentation
• Guide customers through technical troubleshooting steps, including configuration, connectivity, and platform functionality
• Maintain strong operational metrics including response times, resolution times, CSAT (target 90%+), and documentation quality
• Maintain consistent in-office attendance and punctuality, ensuring adherance for scheduled shifts
• Follow internal support processes to log tickets, update case notes, and track resolution progress across multiple systems
• Escalate high-risk or complex issues with clear context, investigation notes, and recommended next steps

Requirements:
What We’re Looking For

• 2–4+ years of experience in customer support, help desk, or technical support
• Experience supporting software platforms, web applications, or business systems
• Comfortable troubleshooting edge case technical issues and explaining solutions clearly
• Strong written and spoken English (C1 level or higher) and pass a typing speed test of 40+ WPM
• Ability to manage multiple customer interactions while maintaining accuracy and attention to detail
• Calm under pressure with strong problem-solving and communication skills
• Reliable and punctual, with a demonstrated history of professional attendance and accountability
• Able to receive feedback, follow structured processes, and operate within defined service standards
• Proven history of working evening or overnight shifts

Assessment Disclaimer

• The first stage is a 60-minute assessment with video questions, a typing test, and skill quizzes.
• You will have 24 hours from application submission to complete these.
• You will need access to a PC with a webcam and microphone to complete the assessments.

Schedule & Location

• This role supports international customers and operates on day, evening, and overnight shifts (SAST).
• The role is fully in-office at our Cape Town location in Woodstock.
• In accordance with local transport requirements, Keen provides transportation to and from the office for shifts starting or ending between 6pm and 6am SAST.

Benefits:
• Collaborative in-office team environment
• Professional development budget
• Compensation includes:
• Base Salary
• Medical Allowance
• Attendance & Timeliness Bonus
• Transport Allowance
• Monthly Performance Bonus

• Total potential monthly earnings: up to R16,350 – inclusive of the above
• Team 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.