Senior Customer Support Advocate

About Keen At Keen, we don't just deliver services we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands. Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales. We're not a legacy BPO. We're a partner in growth and that's where you come in. About the Role We're looking for an experienced Senior Customer Support Advocate to join our team supporting a leading global e-commerce brand. This role is ideal for someone who is passionate about delivering exceptional customer experiences while helping develop and elevate the performance of others through coaching, mentoring, and training. This role is ideal for someone who thrives in high-pressure environments, learns quickly, and brings a calm, solution-oriented mindset to every interaction. You'll be joining an in office, global, and fast-moving team that values ownership, empathy, and communication. What You’ll Do Deliver exceptional customer support across email, live chat, and phone channels. Assist customers with order enquiries, deliveries, returns, refunds, exchanges, payments, account management, and general product enquiries. Resolve complex customer issues with professionalism, empathy, and a customer-first approach. Handle escalated customer cases, ensuring timely and satisfactory resolutions. Meet and exceed key performance metrics, including quality, productivity, customer satisfaction (CSAT), and service level agreements (SLAs). Accurately document customer interactions and maintain detailed case records. Work closely with cross-functional teams to resolve customer issues and improve the overall customer experience. Identify recurring customer trends and recommend improvements to processes and workflows. Act as a subject matter expert by providing day-to-day guidance and support to team members. Deliver onboarding and refresher training sessions to new and existing Customer Support Advocates. Coach and mentor team members, providing constructive feedback and sharing best practices to improve performance and service quality. Contribute to the development and maintenance of training materials, knowledge base articles, and internal documentation. Requirements What We’re Looking For Minimum of 3 years' experience in a customer support, customer service, or customer experience role. Previous experience supporting customers within an e-commerce, retail, online marketplace, or consumer brand environment would be advantageous Must have 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…