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