Customer Experience

2 days ago

Cape Town, South Africa Life Supplies Full time

**What you will do**:
**Own & Optimise Customer Support (CS)**
- Set up and manage our **CS tool** including **AI automations**:

- Respond to **complex queries AI can’t resolve** and refine **policies** to prevent recurring issues

**Improve Customer Experience & Retention**
- Create **knowledge base articles & FAQs** to help customers self-serve answers
- Develop **retention strategies** within CS to boost loyalty and revenue

**Turn Insights into Action**
- **Analyse trends** from customer queries to identify key business improvements
- **Collaborate with marketing, ops, and tech** to understand business context and **translate it into structured CS guidance, workflows, and automation**

**Build & Lead a High-Performing Team**
- **Recruit, train, and develop** CS agents
- Report regularly on **CS performance & insights** to the wider business

**Who we’re looking for**:
**Systems Thinker & Problem-Solver**
- You break down complex challenges into **structured workflows, automations and scalable processes**:

- You’re **proactive**, energised by solving issues and seeing the solution through to the end

**Customer-Centric & Empathetic**
- Empathetically solving customer problems **comes naturally to you** and feels rewarding
- You have **strong experience** in customer support for a digital-first brand

**Digitally Native & AI-Driven**
- You’re **familiar with Shopify**, Klaviyo, and other ecommerce tools
- You work with **AI tools** and have existing workflows to make you more efficient

**Strong Communicator & Content Creator**
- **Great writer** that knows how to produce content that’s optimised for an **AI agent**:

- Experience in creating **video content is a bonus**

**Data-Obsessed & Results-Driven**
- You love analysing metrics to uncover key insights and drive improvements

**Growth-Oriented & Autonomous**
- You thrive in a **fast-paced environment** where you’re given autonomy and **embrace high expectations**:

- Experience in **ecommerce or product management** is a strong preference

**What we’re offering**:
We realise we’re looking for a unicorn - someone who’s both **empathetic** (high EQ, great with people) and a **systems thinker** (structured, process-driven, automation-savvy) - when we find that person we’ll offer:

- **Competitive salary**:

- **Mission-driven company** - work on something meaningful
- **Talented, passionate team** - collaborate daily with high performers
- **Learning & development budget** - invest in your personal growth

Pay: R18 000,00 - R29 000,00 per month

Expected Start Date: 2025/02/17

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