Client & Participant Support Associate

WatersEdge Solutions; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading financial services firm in Johannesburg is looking for a Client and Participant Support Associate. This role focuses on client success and participant services, ensuring a great experience for users globally. Responsibilities include onboarding new clients, handling queries, and coordinating with brokers for seamless support operations. The ideal candidate has a Bachelor's degree, excellent communication skills, and a keen attention to detail. This position offers a collaborative team environment within a fast-paced fintech sector.

Benefits

Exposure to global clients

Opportunity for growth

Collaborative team environment

Qualifications

• Excellent communication skills are essential for this client-facing role.
• A Bachelor's degree in a relevant field is preferred.
• Attention to detail is vital for maintaining accurate documentation.

Responsibilities

• Support onboarding new clients and data migration.
• Handle inbound participant queries effectively.
• Liaise with brokers and internal teams for seamless processing.

Skills

Excellent verbal and written communication skills

High attention to detail

Proficiency in spreadsheets and ticketing/CRM tools

Ability to explain complex information simply

Education

Bachelor's degree in Business, Commerce, HR, Operations, or related field

Job description

Location: On-site – Melrose Arch, Johannesburg

Employment Type: Full-Time

Industry: SaaS | Financial Services | Equity Compensation | Client Support

About the Role

WatersEdge Solutions is partnering with a cutting-edge share plan management platform to hire a Client and Participant Support Associate. This is a high-touch support role that bridges client success and participant services, perfect for a detail-oriented communicator who enjoys problem-solving in a fast-paced, global environment. You’ll assist with client onboarding, handle inbound support queries, and ensure an exceptional experience for plan participants around the world.

Key Responsibilities

• Support onboarding of new clients and accurate data migration
• Configure award issuance processes, templates, and client portals
• Handle inbound participant queries via calls and tickets (portal access, awards, exercises)
• Guide participants through navigation, vesting, and exercise processes
• Liaise with brokers and internal teams to ensure seamless processing and reporting
• Dispatch automated communications and reminders for plan events
• Log and escalate issues based on urgency and complexity
• Prepare reports, maintain client documentation, and suggest service improvements

What You’ll Bring

• Bachelor’s degree in Business, Commerce, HR, Operations, or related field (preferred)
• Excellent verbal and written communication skills
• High attention to detail and consistency in documentation
• Ability to explain complex information simply and clearly
• Comfort working in SLA-driven environments and live call queues
• Proficiency in spreadsheets and ticketing/CRM tools
• Flexibility to work rotating shifts across global time zones

Nice to Have

• Experience with share plans, equity compensation, or brokerage workflows
• Background in service desk, contact centre, or client onboarding roles
• Familiarity with HRIS integrations and CSV/Excel data templates

What’s On Offer

• Exposure to global clients and fast-growth fintech environments
• Opportunity to learn and grow within an ownership and equity-focused platform
• Collaborative team that values structured problem-solving and high-quality service delivery
• Hands-on experience at the intersection of financial services and SaaS technology

Company Culture

The company blends the agility of a startup with the infrastructure of a global RegTech group. You’ll join a close-knit team of experts, including developers, CFAs, and analysts, working at the intersection of finance, ownership, and automation. The culture values ownership, curiosity, and balance, offering high-impact roles and long-term career development in a global growth environment.

If you have not been contacted within 10 working days, please consider your application unsuccessful.