B2B Customer Support Agent - South Africa

Traild Pty Ltd; Johannesburg; On-site; ZAR 30 000 - 60 000; Full time

Job summary

Join a high-growth SaaS company as a Customer Support Agent, where you will play a vital role in ensuring client satisfaction and supporting their journey in digitizing operations. This innovative firm is expanding internationally, offering you the chance to make a significant impact. With a focus on collaboration and creativity, you'll work closely with clients to resolve issues and enhance their experience with our software. Enjoy the flexibility of remote, hybrid, or flexible working options while being part of a global team that values growth and adaptability. If you thrive in a fast-paced environment and have a passion for helping others, this opportunity is for you.

Benefits

Remote Working Options

Flexible Working Hours

Global Team Collaboration

Qualifications

• 2+ years in B2B customer support within a SaaS company.
• Experience with ERP or accounting systems is a plus.

Responsibilities

• Respond to client queries and provide first-level support.
• Provide user training and troubleshooting for software.

Skills

B2B Customer Support

Interpersonal Skills

Communication Skills

Problem Solving

Collaboration

Tools

SYSPRO

Acumatica

Epicor

Job description

TRAILD: Who are we?

TRAILD is a high-growth SaaS company that streamlines, automates, and protects businesses from fraud, errors, and mistakes.

Our specialized Accounts Payable software integrates with leading business ERP systems like SYSPRO, Acumatica, MYOB, and Epicor to help clients make their AP process more efficient and secure.

We have a rapidly growing international client base, so you are about to board the rocket ship at the right time. This is an opportunity to make a real impact, and with your help, we can support more businesses in digitizing their operations with enhanced automation and security.

The Role: Want to be a part of our exciting growth journey?

We are looking for a Customer Support Agent to join our talented and dynamic team. This role will be working EMEA hours (UK/South Africa). As the company has expanded into several international markets, we seek someone with a genuine passion for helping and supporting clients.

In this role, you will work closely with our clients to research, troubleshoot, and resolve issues they face.

The ideal candidate will have a background in B2B customer support in a SaaS/Technology organization, with strong interpersonal and communication skills, as well as the ability to think creatively when solving customer problems.

Key Responsibilities

• Responding to client queries and providing first-level support for TRAILD's customers
• Providing user training, ongoing support, and troubleshooting to ensure the software functions correctly and meets client needs
• Collaborating with our product and technology teams to maximize client satisfaction and improve service

What are we looking for?

• At least 2 years of experience in a B2B customer support or success role within a SaaS company
• Experience with ERP or accounting systems (e.g., SYSPRO, Acumatica, Epicor) is a plus
• Prior experience thriving in a fast-paced startup or scale-up environment
• Exceptional people and communication skills
• Intrapreneurship and proactiveness
• Strong collaboration skills with an attitude embracing growth, hands-on execution, adaptability, and the scale-up spirit

The Perks of Working at TRAILD

• Flexibility: We offer remote, hybrid, and flexible working options
• Global team: We are expanding across APAC, AMER, and EMEA, with teams worldwide
• Our team genuinely loves working at TRAILD: We scored a 78 on our 2025 eNPS survey

Please note that final applicants will be asked to consent in writing to a police check/criminal background check, as permitted by law in your jurisdiction.