SUMMARY:
Remote South Africa-Based
POSITION INFO:
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:
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Respond to user and venue enquiries across live chat, phone, and email
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Triage support tickets, resolving issues or escalating as needed
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Support venues in troubleshooting hardware and app-related issues
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Use tools like Zoho Desk, Intercom, or similar platforms to manage tickets
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Follow SOPs and contribute to improving internal support documentation
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Collaborate with operations and tech teams to report trends and system issues
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Participate in a rotating shift schedule covering 10am10pm UK time
Essential Requirements:
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1+ years of experience in live chat and/or phone-based customer support
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Empathetic, calm under pressure, and solution-oriented
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Clear and professional communication in both spoken and written English
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Quick to learn new tools and tech platforms
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Able to multitask and prioritise tasks efficiently
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Comfortable working remotely with strong self-discipline
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Stable and reliable internet connection
Desirable Experience:
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Supporting both B2C and B2B customers
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Exposure to hardware or mobile app-based products
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Familiarity with CRM or helpdesk tools like Zoho Desk or Intercom
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Experience working in a UK-based or international startup
Benefits:
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Fully remote and flexible work environment
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Opportunity to grow with a fast-scaling international startup
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Supportive team culture with regular feedback and performance development
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Training and progression opportunities within the global CX team
