This job offer is not available in your country.
Customer Success Specialist
HIREXEWorkFromHome, Limpopo, South Africa5 days ago
Job descriptionDevelop and maintain a comprehensive, user-friendly knowledge base, including FAQs, how-to guides, video tutorials, and troubleshooting documentation. Continuously improve self-service resources based on ticket trends, customer feedback, and new product features. Monitor knowledge base performance metrics to identify gaps and prioritize resource creation. Design and deliver scalable training content to onboard new customers effectively, focusing on self-sufficiency and optimal product use. Organize webinars or recorded sessions to educate customers on best practices and new feature rollouts. Analyze support data to identify trends, inefficiencies, and opportunities for improvement. Develop and track customer support KPIs, including response time, resolution time, and customer satisfaction (CSAT). Partner with the product team to provide customer insights that shape the roadmap and resolve recurring pain points. Identify opportunities to turn satisfied customers into brand advocates by promoting successful resolutions or exceptional customer experiences. Gather customer feedback and collaborate with cross-functional teams to improve products and services. Average response and resolution time for Tier 1 support tickets. Knowledge base utilization metrics (e.g., page views, time on page, resolution rates). Customer satisfaction scores (CSAT) for support interactions. Reduction in repetitive inquiries due to self-service effectiveness. Training session engagement and post-training feedback. Experience : 3-5 years of experience in a customer support or customer success role, preferably in a B2B SaaS environment. Communication : Exceptional written and verbal communication skills, with an ability to translate technical concepts into user-friendly language. Tools : Proficiency in customer support platforms (e.g., Hubspot, Help Scout, Intercom) and knowledge management systems (Hubspot, Notion). Problem-Solving : Strong analytical skills to identify trends, resolve issues, and implement process improvements. Customer Focus : Empathy and a strong customer-first mindset to build trust and deliver excellent experiences. Teamwork : Proven ability to work cross-functionally with technical teams, product teams, and other stakeholders. Education : Bachelor’s degree in business, communications, or a related field is preferred but not required.
Job Advertisement : Customer Success Specialist
Location : Fully remote
Job Type : Full-Time
Time Zone : Must be comfortable working within EST (Eastern Standard Time)
Position Overview
A US based company is seeking a proactive and customer-focused Customer Success Specialist to lead and scale our customer support operations while building a world-class knowledge base for self-service. This role is critical to ensuring our customers have a seamless, efficient, and positive experience. Reporting directly to the CEO, this role will shape the foundation of scalable support processes, manage Tier 1 support, and empower customers with resources that reduce friction and improve satisfaction.
Key Responsibilities
Customer Support Management
- Lead and manage Tier 1 support operations, ensuring timely and effective resolution of customer inquiries and issues.
- Build and optimize ticketing workflows to streamline response and escalation processes for complex or technical issues.
- Act as a bridge between customers and technical teams, ensuring customer concerns are accurately communicated and addressed.
Knowledge Base and Self-Service Resources
Customer Education
Operational Excellence
Customer Advocacy and Engagement
Key Success Metrics
Qualifications
#J-18808-Ljbffr
Create a job alert for this search
Customer Specialist • WorkFromHome, Limpopo, South Africa
Related jobs
Our mission is to give people the freedom to rent.The Flex — automating everything from bookings and payments to cleaning and operations.
We’re looking for an exceptional.If you’re obsessed with bui...Show moreLast updated: 17 hours ago
TransUnion is looking for a detailed, motivated and self-disciplined project specialist to drive execution for key quarterly global insights-based marketing initiatives in our non-U.This position w...Show moreLast updated: 8 days ago
B2C outbound sales - warm leads, no cold calling.We’re reinventing how dental clinics attract and serve patients — using AI, smart marketing, and cutting-edge tech to make growth simple and effecti...Show moreLast updated: 17 hours ago
- Promoted
- New!
SA Customer Success Specialist - Outbound Calls
Sporty GroupWorkFromHome, Limpopo, South Africa SA Customer Success Specialist - Outbound Calls.SA Customer Success Specialist - Outbound Calls.Sporty Group is expanding and building the world's go-to platform for everyday entertainment.We partn...Show moreLast updated: 17 hours ago
- Promoted
- New!
Outbound Sales Specialist - O850 - Pretoria, South Africa
Bionic TalentWorkFromHome, Limpopo, South Africa Outbound Sales Specialist - O850 - Pretoria, South Africa.This range is provided by Bionic Talent.Your actual pay will be based on your skills and experience — talk with your recruiter to learn mor...Show moreLast updated: 17 hours ago
- Promoted
Sr. Product Success Manager (for product managers who want to guide other product teams)
Aha!WorkFromHome, Limpopo, South Africa Product Success Manager (for product managers who want to guide other product teams).Our Customer Success team is an all-remote group spread across multiple time zones so we can work closely with c...Show moreLast updated: 29 days ago
- Promoted
- New!
Performance & Growth Lead
HyperDev AIWorkFromHome, Limpopo, South Africa Be among the first 25 applicants.Get AI-powered advice on this job and more exclusive features.HyperDev is a new developer-focused spin-out within the HyperionDev ecosystem, one of the world's lead...Show moreLast updated: 17 hours ago
- Promoted
Sales & Support VA
TalentPop AppWorkFromHome, Limpopo, South Africa We're Hiring : Sales and Support Virtual Assistant (VA).Remote | Full-Time | E-commerce Support.We are currently looking for a.
Sales and Support Virtual Assistant (VA).If you have a background in sa...Show moreLast updated: 6 days ago
- Promoted
- New!
Senior Customer Success Trainer
TalentPop AppWorkFromHome, Limpopo, South Africa Senior Customer Success Trainer.Senior Customer Success Trainer.If you have a passion for building talent, a proven track record in a.
This isn't just about reading a manual; it's about.You will own...Show moreLast updated: 17 hours ago
- Promoted
Franchise Manager (Polokwane Region)
The Legends AgencyLimpopo, South Africa Support and coach stores across Polokwane, Jane Furse, and Lebowakgomo.Our client is a nationally recognised quick-service restaurant brand with a strong footprint in South Africa.Known for their d...Show moreLast updated: 30+ days ago
- Promoted
- New!
Project Feedback Specialist
UX Design InstituteWorkFromHome, Limpopo, South Africa The UX Design Institute is dedicated to delivering world-class education for the next generation of UX professionals and leaders.
We’re seeking talented individuals to join our team and contribute t...Show moreLast updated: 17 hours ago
- Promoted
- New!
Operations Manager
FuturefamousmediaWorkFromHome, Limpopo, South Africa We’re Future Famous, and we need someone special to run our operations.Someone who makes sure things actually get done.Someone who keeps projects on track so clients get results on time.Someone who...Show moreLast updated: 17 hours ago
- Promoted
- New!
Strategic Account Manager
AVEVAWorkFromHome, Limpopo, South Africa AVEVA is a global leader in industrial software.Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals and min...Show moreLast updated: 17 hours ago
- Promoted
Dealership New Vehicle Sales Manager
Gap ConsultingLimpopo, South Africa Must have at least 3 to 5 years' Dealership New Vehicle Sales Management experience within the Automotive Industry.Grade 12 Qualification essential.
Valid Drivers License Essential.Diploma in Busine...Show moreLast updated: 30+ days ago
- Promoted
- New!
Platform Engineer Remote
The FlexWorkFromHome, Limpopo, South AfricaRemote
- Promoted
- New!
Customer Success Manager
ArtisanWorkFromHome, Limpopo, South Africa Get AI-powered advice on this job and more exclusive features.This range is provided by Artisan.Your actual pay will be based on your skills and experience — talk with your recruiter to learn more....Show moreLast updated: 17 hours ago
- Promoted
- New!
Account Manager
7FigureDocsWorkFromHome, Limpopo, South Africa Account Manager role at 7FigureDocs.You will manage client accounts, oversee projects, and maintain strong client relationships to meet client needs and business goals.
Join one of the fastest-growi...Show moreLast updated: 17 hours ago
- Promoted
Outbound Sales Development Representative
Growth TroopsWorkFromHome, Limpopo, South Africa Outbound Sales Development Representative – AI & Tech Innovation.We’re a high-growth AI startup looking for an.Outbound Sales Development Representative (SDR).
You’ll be on the front lines of our gr...Show moreLast updated: 23 days ago
- Promoted
Marketing Insights Project Specialist (GCC Africa - Remote)
TransUnionWorkFromHome, Limpopo, South AfricaRemote
- Promoted
Expansion & Operation Manager - South Africa (iGaming / Fintech)
Black Pen RecruitmentLimpopo, South Africa Our client believes in the power of Virtual Advancement—leveraging digital innovation and strategic foresight to help businesses excel in a rapidly evolving world.
With a focus on agility and adapta...Show moreLast updated: 30+ days ago
- Promoted
- New!
Digital Marketing Specialist
DextrologixWorkFromHome, Limpopo, South Africa This is a part-time remote role for a Digital Marketing Specialist.The Digital Marketing Specialist will be responsible for planning and executing digital marketing campaigns, managing social media...Show moreLast updated: 17 hours ago
- Promoted
ZMO 16847 - Management Couple : F&B / Maintenance
Professional Career ServicesLimpopo, South Africa Our client is seeking a dynamic, service-oriented, hands-on and experienced management couple for a new lodge.This position requires individuals with strong leadership abilities, a proactive approa...Show moreLast updated: 22 days ago
- Promoted
- New!
Client Sales Representative - Remote, Warm Leads. Zero Cold Calls. (OTE £500 - £900)
Loomi Dental — Patient Acquisition System for Dental PracticesWorkFromHome, Limpopo, South AfricaRemote