Customer Experience Specialist

SUMMARY:
The Customer Experience Specialist will deliver high-quality live chat support to UK-based business clients and end-users.

POSITION INFO:
Customer Experience Specialist Support UK-based business clients and end-users through live chat, onboarding, troubleshooting and sales engagement within a Beauty & Wellness Tech environment. Gardens, Cape Town | In-office | 10:00-19:00 SAST | R25,000-R30,000 per month + on-target earnings ABOUT OUR CLIENT Our client is a fast-growing Beauty & Wellness Tech company providing SaaS solutions for salons, spas and beauty professionals. Operating at the intersection of beauty, technology and customer success, the company provides digital tools designed to support UK-based users and their client engagement. THE ROLE: CUSTOMER EXPERIENCE SPECIALIST The Customer Experience Specialist will deliver high-quality live chat support to UK-based business clients and end-users. The role involves managing AI-powered chat systems, resolving customer issues, supporting onboarding and platform adoption, identifying sales opportunities and contributing to product improvements by identifying recurring user pain points. The position will support seamless customer journeys, retention and successful platform adoption across the UK user base. KEY RESPONSIBILITIES Operate and fine-tune AI-powered live chat systems, including platforms such as Intercom and Zendesk, to ensure seamless customer experiences. Continuously improve chatbot flows, content and decision trees based on feedback and analytics. Analyse engagement data to optimise automation and reduce friction within the support journey. Handle real-time enquiries from UK-based business clients and end-users with empathy and professionalism. Guide users through onboarding, account setup, troubleshooting and advanced feature usage. Collaborate with product and onboarding teams to resolve issues and support long-term customer success. Identify upsell and cross-sell opportunities during live chat interactions. Support demo scheduling and lead qualification, and provide guidance to prospects. Proactively re-engage inactive users to increase platform usage and satisfaction. Escalate technical issues promptly, ensuring resolution aligns with service-level agreements (SLAs). Maintain and update internal knowledge base documentation. Tag and report recurring user queries to inform automation and product improvements. ABOUT YOU Minimum 5 years of experience in client support or B2B sales roles, ideally within SaaS or technology-driven environments. Direct experience supporting or selling to UK-based clients is essential, with an understanding of local communication styles and customer expectations. Confident communicator with clear, persuasive and professional English, both written and verbal. Comfortable managing the full sales cycle, including demos, lead nurturing, closing and onboarding. Digitally savvy, with proficiency in Salesforce, Slack, Google Workspace and Microsoft Office. Experienced with live chat platforms and CRM dashboards, including platforms such as Intercom and Zendesk. Highly organised and detail-oriented, with the ability to manage multiple live chats, support tickets and workflows while maintaining accuracy. Self-starter who can operate in a fast-paced environment and take initiative to drive results independently. Bonus Points Experience within the beauty, wellness or personal care industries. Passion for digital tools, automation and helping small businesses succeed. Familiarity with SaaS platforms tailored to salons, spas or e-commerce professionals.