E-Commerce 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 Customer Support Advocates to support a fast-growing U.S.-based eCommerce brand operating on Shopify.

This is a customer-first brand with high expectations for service quality. Customer experience is a core part of the business, and every interaction matters.

In 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.

This is not scripted support. You'll be expected to think critically, take ownership of outcomes, and resolve issues end-to-end.

The environment is fast-paced and performance-driven, with clear expectations around response times, resolution quality, and customer satisfaction.

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

What You'll Do

* Handle inbound customer support acrossphone, email, chat, and SMS, maintaining professionalism and urgency while managing multiple conversations at once

* Resolve customer issues related to orders, subscriptions, shipping, returns, and account changes

* Support customers navigating Shopify-based storefronts and checkout experiences

* Investigate and resolve edge cases such as failed payments, delivery issues, and order discrepancies

* Maintain strong CSAT (target 90%+), response times, and resolution SLAs

* Manage multiple conversations simultaneously while maintaining accuracy and tone

* Log tickets, update case notes, and track resolutions across internal systems

* Escalate complex or sensitive issues with clear documentation and context

* Follow structured workflows while maintaining a high level of ownership and accountability

Requirements

What We're Looking For

* 2-4+ years experience in customer support or CX, ideally in eCommerce

* Experience supporting Shopify or similar platforms (BigCommerce, WooCommerce, etc.)

* Experience with physical goods subscription products (food, supplements, skincare, or other consumer packaged goods)

* Strong written and spoken English (C1 level or higher)

* Typing speed of 40+ WPM (able to pass a typing speed test)

* Comfortable handling high-volume support queues with multiple concurrent tickets

* Strong attention to detail and ability to resolve issues end-to-end

* Calm under pressure with strong problem-solving ability

* Reliable, punctual, and consistent with attendance

* Comfortable working evening or overnight shifts aligned to U.S. hours

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