Job Description

Industry: SaaS / Beauty & Wellness Tech
Channel: Live Chat Support (B2C & B2B UK Market Focus)
Location: In office, Cape Town CBD
Language Requirement: Native or fluent Italian & professional-level English
Salary: R22,000 R30,000 per month (CTC)
Join a Fast-Growing Beauty & Wellness Tech Brand!
Are you passionate about customer experience, tech, and the beauty & wellness industry? Were looking for a proactive and personable Customer Services Representative fluent in Italian and English to lead live chat support for our growing SaaS platform.
This is your opportunity to work at the cutting edge of digital transformation, helping both end-users and business clients (salons, spas, beauty professionals) thrive using intuitive tech.
What Youll Be Doing
Live Chat Bot Management

• Operate and fine-tune our AI-powered live chat system (e.g. Intercom, Zendesk) for seamless customer journeys.
• Continuously improve chatbot flows, content, and decision trees based on feedback and usage patterns.
• Analyze customer engagement data to improve automation and reduce support friction.

Customer & B2B Client Support

• Handle real-time inquiries from individual users and business clients with accuracy, speed, and empathy.
• Support clients through onboarding, account setup, troubleshooting, and advanced platform features.
• Coordinate with our product and onboarding teams to resolve issues and optimize customer success.

Sales & Engagement

• Identify upsell and cross-sell opportunities during conversations.
• Assist with demo scheduling, lead qualification, and guiding prospects through their decision-making journey.
• Follow up with inactive users or recent interactions to boost reactivation and satisfaction.

Issue Resolution & Documentation

• Escalate technical issues where needed and ensure they are resolved in line with SLAs.
• Maintain knowledge base entries and tag patterns that could be automated or improved.

What Youll Need
Experience

• Minimum of 2 years in B2B outbound sales or client support, ideally in a SaaS or tech environment.

UK Market Knowledge (Essential)

• Hands-on experience supporting or selling to UK-based clients, with an understanding of local communication styles and expectations.

Sales Confidence

• Comfortable managing a full sales cycle: from initial contact and demoing to closing and onboarding.

Excellent Communication Skills

• Clear and persuasive written and verbal communication in both Italian and English.
• Able to personalize engagement across digital channels (chat, email, notes).

Digital Tool Savvy

• Confident using Salesforce, Slack, Google Workspace (Docs, Sheets), and Microsoft Office.
• Prior experience with live chat and CRM dashboards preferred.

Self-Starter Mentality

• You take initiative, stay motivated, and thrive in fast-paced, remote work settings.

Organization & Attention to Detail

• Skilled at managing multiple leads, conversations, and workflows without dropping the ball.

Bonus Points If You Have

• Experience in the beauty, wellness, or personal care industries.
• A passion for digital tools, automation, and empowering small businesses.
• Familiarity with SaaS tools for freelancers, salons, or e-commerce provider

Skills Required