Customer Service Agent (Phone, Email & Chat)

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 hiring a Customer Service Agent to support a global client POS (point of sale) tech and delivery space. You'll play a critical frontline role helping their partners resolve technical issues, manage orders, and navigate integrated platforms.

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

• Handle customer support tickets via email, chat, SMS, and phone inquiries with professionalism and urgency
• Troubleshoot and resolve issues related to menu management, orders, payments, software, and hardware for merchants
• Support integrations with third party delivery platforms
• Guide customers in using the platform's tools and technologies effectively
• Maintain strong SLAs and high CSAT scores across all touchpoints
• Escalate bugs, errors, or high-risk customer concerns with detailed context
• Contribute to internal knowledge-sharing and surface suggestions to improve tools and processes
• Collaborate with remote team members and cross-functional teams to drive issue resolution
• Track and manage customer updates through appropriate internal channels

What We’re Looking For

• 2–3+ years of experience in customer service, help desk, or tech support
• Experience supporting complex issues, products, or systems, especially in the meal or food deliver industry supporting vendors or merchants
• Familiarity with physical hardware support, connection errors, web applications, and admin system management; API knowledge is a plus
• Strong verbal and written communication skills in English (C1 or greater) and able to type 45+ words per minute
• Emotionally intelligent and empathetic — always focused on delivering helpful, human responses
• Calm under pressure with the ability to self-manage in chaotic or fast-changing environments
• Self-starter who actively seeks solutions and takes ownership of their work
• Experience collaborating within a remote, distributed team, particularly in the U.S. market
• Able to receive feedback constructively and adapt quickly
• Strong problem-solving mindset and eagerness to learn new systems
• Bonus: Technical aptitude and comfort working across tools like Slack, Google Workspace, and ticketing platforms

• Competitive full time compensation

• Collaborative office space and culture
• Transport and Medical allowances
• Exposure to a fast-growing global client in the food tech space
• Many opportunities to grow within customer experience, operations, or technical support (TL, QA, and more!)
• Birthday leave + professional development budget
• Join a supportive, resourceful, and global team that values action, clarity, and empathy

This is a full-time position, working from 10 am to 7 pm EDT (3 pm to 12 am SAST), assisting customers in the U.S. It will shift to 4pm to 1am from November to March for US Standard time.

The role is in-office, based at our office in Foreshore, Cape Town. The ability to commute to and from the office in Foreshore is required.