(fluent English) Customer Support Consultant (remote) at SupportYourApp

South Africa

<p>We're looking for an attentive and empathic Customer Support Specialist to join the support team of one of our B2B clients. In this role, you'll combine clear communication with an analytical approach — from handling client queries across channels to troubleshooting technical cases and keeping the knowledge base sharp. The ideal candidate enjoys digging into the root cause of a problem, explaining the solution in plain words, and owning a case from the first message to the final fix.</p><p>Excited? Let's see what it takes 💛</p><p>What you will do:</p><ul><li>Respond to client queries via chats, emails, video conferences, and phone calls (very seldom);</li><li>Analyze support requests, troubleshoot issues, and reproduce and test reported problems;</li><li>Escalate cases to the appropriate team when a request needs a deeper investigation;</li><li>Give customers accurate, effective, and customer-focused solutions with a high level of satisfaction;</li><li>Meet established service level agreements (SLAs) and support quality standards;</li><li>Document troubleshooting steps, known issues, and resolutions to keep the knowledge base up to date;</li><li>Gather customer feedback and report recurring issues or feature requests to help improve the product;</li><li>Build positive, long-lasting relationships with customers across the US, Europe, and other global markets.</li></ul><p>What you need to succeed in this role:</p><ul><li>Previous experience in Customer Support, Client Success, or another client-facing role (preferably in B2B or SaaS);</li><li>Proficient written and oral English;</li><li>Analytical thinking and root cause analysis skills;</li><li>Detail-oriented approach to every case;</li><li>Strong problem-solving abilities;</li><li>Professional and empathic communication — you explain solutions clearly and build positive relationships with customers;</li><li>Ability to manage multiple priorities efficiently;</li><li>Ownership mindset — you take responsibility for customer cases and drive them to resolution.</li></ul><p>Will be a plus:</p><ul><li>Hands-on experience communicating with foreign customers;</li><li>Solid working knowledge of Excel;</li><li>Ability to quickly pull key insights and main points out of any information;</li><li>Drive for self-development, learning, and continuous improvement;</li><li>Willingness to adapt and thrive in a fast-paced, dynamic environment;</li><li>Ability to handle and defuse challenging or stressful customer situations with ease.</li></ul><p>Benefits and Perks:</p><ul><li>Fixed schedule: Monday–Friday, 09:00–18:00 or 08:00–17:00 (Europe/Paris, GMT+2);</li><li>Fully remote work opportunity;</li><li>26 paid days off per year and paid unlimited sick leave;</li><li>Reimbursement for professional growth — courses, conferences, and learning resources;</li><li>Work on a B2B SaaS product used by 1,000+ businesses across the US, Europe, and worldwide;</li><li>Inclusive and international environment;</li><li>Compensation in USD;</li><li>Trust-based management with no micromanagement, focused on your growth and long-term collaboration.</li></ul><p>*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.</p><p>You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.</p><p>So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us!</p><p>Know someone perfect for the role? Refer them and get rewarded!</p><p>We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.</p><p>Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.</p>