Aerobotics is a Vision AI company helping fruit producers get more yield from farm to table. Our large fruit model is trained on the biggest fruit dataset from around the world, creating a flywheel that continuously improves our product for customers. We started with fruit sizing and expanded into forecasting, grading, and are developing full yield estimation. Our platform delivers accurate, transparent insights across the fruit supply chain.
To date, we've analysed over 340 million trees and 100 million fruit, helping farmers make critical operational and agricultural decisions that maximise yield and efficiency. Our global team of 50+ professionals is headquartered in Cape Town, with commercial offices in the USA, Australia, Portugal, Spain, and South America.
The Opportunity
We're looking for a
Customer
Support Specialist
to join our Customer Success team based in Cape Town. Your mission will be two?fold: keep our customers delighted day?to?day, and turn that delight into higher retention, expansion, and advocacy. You'll be the first point of contact for gold and silver tier customers: resolving queries, improving support processes, and helping turn customer insights into product improvements. You'll also spot opportunities for growth and help reduce churn by delivering consistently excellent service.
What you'll do
Support the design of a scalable support system for Gold & Silver customers, including ticket categories, SLAs, and priority levels
Select, configure and own our ticketing platform (e.g. Zendesk, Salesforce), building automations and a self-service knowledge base to deflect 25 % of inbound queries within six months
Track and report on support metrics and drive improvements in speed, quality, and customer satisfaction
Collaborate closely with your team members in Customer Success, as well as Product and Engineering to identify bugs, feedback, and improvements.
Keep expansion top of mind. You'll build playbooks that help identify upsell/cross sell opportunities, Net Revenue Retention and reduce churn across customer segments
Support the Customer Onboarding Associate to ensure a smooth onboarding process & provide assistance during peak onboarding periods
What you'll need
2+ years of experience designing & optimising customer support processes, tools, and SLAs.
Customer centricity in all you do
A sharp eye for detail and process improvements.
Excellent written and verbal communication skills in English
Data driven problem solving skills to analyze support metrics, perform root?cause analysis, and driving initiatives that improve CSAT and reduce response time
Experience working closely with cross-functional teams like Product and Sales
Bonus: experience in agriculture, supply chain, or AI products
Application Process
Submit your CV & a clear motivation for this role & Aerobotics
Preliminary virtual interview with our Head of People
Take home assessment
Technical Interview with our Head of Customer Success
* References & background checks
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