Job Description

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