Location: Remote within South Africa
Employment Type: Full-time

Customer Support Agent Role Overview

You will be essential in delivering prompt, clear, and effective support to users and clients within a well-organized, knowledge-based environment, adhering to established procedures and workflows. Key duties include:

• Managing incoming client inquiries via email and chat platforms professionally and with a solution-focused attitude.
• Handling ticket workflows using tools such as Order Tool, Retool, and Airtable.
• Resolving issues within agreed service level agreements (SLAs).
• Clearly escalating problems through defined internal processes, including bug reports, product questions, or delivery issues.
• Collaborating with Operations and Service teams (including Delivery and Retrieval squads) and coordinating closely with internal departments.

Additional responsibilities involve:

• Building and maintaining strong partnerships with third-party logistics providers, ensuring adherence to SLAs.
• Using and improving the internal knowledge base by identifying outdated or missing procedures.
• Proposing new macros, improvements, or automation to enhance support efficiency.
• Participating in internal tests of new workflows, macros, or procedures.

Candidate Profile

• Empathetic, service-oriented, and composed under pressure.
• Methodical and process-driven with keen attention to detail.
• Proactive, inquisitive, and capable of working independently in a remote team setting.
• Clear and confident communicator who asks questions and suggests improvements.
• Motivated to learn and develop in a dynamic, fast-growing environment.

Required Experience and Skills

• At least 4 years of experience in customer support or service roles within SaaS, technology, or logistics sectors.
• Fluent in written and spoken English.
• Strong organizational skills and proficiency with communication tools like email, chat, and shared documentation.
• Able to quickly learn and navigate multiple software platforms.
• Experience with Zendesk is advantageous.
• Skilled in ticket escalation and de-escalation, managing complex or multi-stakeholder cases.
• Comfortable supporting team members and recommending process enhancements.
• Solid problem-solving abilities with pragmatic and creative thinking to deliver high-quality client service.

Preferred Additional Skills (Optional)

• Knowledge of IT hardware lifecycles, logistics, or warehousing.
• Previous experience in a fast-growing startup or scale-up environment.

Benefits

• Join an expanding, mission-driven, international team.
• Work remotely from anywhere within South Africa’s time zones.
• Receive a fully equipped workspace with all necessary tools.
• Be part of a collaborative culture that emphasizes transparency and ownership.

Grow Your Career as a Remote Customer Support Agent

Join a dynamic remote team where your role makes a direct impact on customer happiness and loyalty. As a Customer Support Agent, you will play a key role in building trust and strengthening our brand. Take your next step in customer service and thrive in an environment where your unique skills and growth are encouraged and supported.

Commitment to Diversity and Inclusion in Customer Service

We are committed to creating an inclusive and accessible workplace for everyone. We welcome applications from all qualified candidates regardless of gender, ethnicity, disability, age, sexual orientation, or background. Bring your individuality and enthusiasm to help us deliver outstanding customer experiences to all.