Client and Participant Support Associate

SUMMARY:
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POSITION INFO:

WatersEdge Solutions is partnering with a fast-growing SaaS business to recruit a detail-oriented Client and Participant Support Associate. This role is ideal for someone who enjoys client service, problem-solving, and working in a structured, SLA-driven environment supporting global users.

About the Role

You’ll support client administration and participant queries on a share plan platform, helping with awards, vesting, exercises, portal access, plan communications, and client reporting. The role blends client onboarding, participant support, data accuracy, and service quality, working closely with internal teams and external brokers.

Key Responsibilities

• Support onboarding of new clients and migration of client data
• Set up award issuance, vesting, and exercise processes
• Coordinate with brokers on trading, settlements, and share/cash movements
• Configure client portals, templates, communication journeys, and schedules
• Maintain accurate client master data, plan rules, and reference data
• Respond to client administrator queries within agreed SLAs
• Handle inbound participant calls and tickets across global time zones
• Support portal access, password resets, MFA, and basic troubleshooting
• Explain award information, vesting schedules, settlement status, and plan mechanics in simple language
• Track all interactions in CRM/ticketing systems and escalate issues where required
• Prepare reports, reconciliations, dashboards, FAQs, scripts, and process documentation

What You’ll Bring

• Bachelor’s degree preferred in Business, Commerce, HR, Operations, or related field
• Excellent written and verbal communication skills
• Confident and professional phone manner
• Strong attention to detail and documentation discipline
• Proficiency with spreadsheets, CRM/ticketing tools, and productivity software
• Ability to explain moderately complex processes clearly
• Comfortable working to SLAs and handling live call queues
• Willingness to work rotating shifts outside South African business hours, including occasional public holidays

Nice to Have

• Equity plan or equity compensation exposure
• Experience with brokerage processes or HRIS integrations
• Contact centre, service desk, or client onboarding experience
• Familiarity with CSV/Excel templates, data imports, and quality checks

What’s On Offer

• Exposure to global clients and complex equity plan administration
• Opportunity to grow within a specialist SaaS and financial services environment
• Close-knit, agile team with strong learning potential
• Hands-on role at the intersection of finance, ownership, and software

Company Culture

This is a smart, motivated, and collaborative team that values ownership, curiosity, and balance. The environment offers rapid exposure to global clients and complex problems, with real opportunity for growth and impact in a close-knit, agile business.

If you have not been contacted within 10 working days, please consider your application unsuccessful.