Customer Support Specialist

Job Title: Customer Support Specialist (Remote South Africa-Based) Location: Remote, South Africa-Based Shift-based rota covering hours between 10 am-10 pm UK time, 7 days a week Reports To: Customer Support Lead Salary Range: R25,000 R30,000 About the Role: This is a customer-facing role supporting both end users and venue partners. The role involves responding to enquiries via live chat, email, and phone, with a focus on empathetic communication, effective troubleshooting, and efficient problem resolution. The position requires working shifts on a 7-day rota that ensures coverage during UK business hours. Key Responsibilities: Respond to user and venue enquiries across live chat, phone, and email Triage support tickets, resolving issues or escalating as needed Support venues in troubleshooting hardware and app-related issues Use tools like Zoho Desk, Intercom, or similar platforms to manage tickets Follow SOPs and contribute to improving internal support documentation Collaborate with operations and tech teams to report trends and system issues Participate in a rotating shift schedule covering 10am10pm UK time Essential Requirements: 1 years of experience in live chat and/or phone-based customer support Empathetic, calm under pressure, and solution-oriented Clear and professional communication in both spoken and written English Quick to learn new tools and tech platforms Able to multitask and prioritise tasks efficiently Comfortable working remotely with strong self-discipline Stable and reliable internet connection Desirable Experience: Supporting both B2C and B2B customers Exposure to hardware or mobile app-based products Familiarity with CRM or helpdesk tools like Zoho Desk or Intercom Experience working in a UK-based or international startup Benefits: Fully remote and flexible work environment Opportunity to grow with a fast-scaling international startup Supportive team culture with regular feedback and performance development Training and progression opportunities within the global CX team

Location: CapeTown, ZA

Posted Date: 7/12/2025