Customer Support Specialist

Overview

Job Title : Customer Support Specialist (Remote South Africa-Based)

Location : Remote, South Africa-Based

Shift : 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 10am-10pm UK time

Essential Requirements

Desirable Experience

Benefits

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