Client Support Associate

Talent Shore; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A tech-driven support company is seeking a Client Support Associate to provide assistance for their AI product, HAILO. The ideal candidate will engage with customers via email, chat, and phone, guiding them through the product and addressing any issues. With a strong emphasis on detail and organization, this remote role based in South Africa offers significant growth opportunities in the rapidly evolving tech landscape. Ideal for those interested in AI and enhancing customer support experiences.

Benefits

Opportunities for career growth

Work on innovative AI products

Collaborative remote-first team

Qualifications

• Experience in a client support, customer service, admin, or operations role.
• Comfortable communicating with customers via email, chat, and phone.
• Highly organized with strong attention to detail.

Responsibilities

• Respond to customer enquiries via email, chat, and phone.
• Support customers using HAILO, answering questions and resolving issues.
• Maintain accurate records and follow evolving support processes.

Skills

Client support experience

Effective communication

Organizational skills

Analytical mindset

Curiosity about AI

Tools

Digital tools proficiency

Job description

Overview

Client Support Associate - (AI Product)

Location: Remote - Must be based in South Africa

Full-time | Working UK hours

Salary: R20 000 per month

About the role

We’re looking for a Client Support Associate to join our growing support team, with an initial focus on our HAILO product - an AI-powered solution used by property professionals across the UK.

This role is all about delivering a brilliant support experience while acting as an important feedback loop into the business. You’ll be the first point of contact for customers via email, chat, and phone, helping them get the most out of HAILO while also spotting patterns, friction points, and opportunities to improve how we onboard, communicate, and build the product.

You don’t need prior experience in the UK property industry - but you do need to be curious, detail-oriented, comfortable working with data, and keen to learn about technology, AI, and how customers actually use our products day to day.

Responsibilities

• Respond to customer enquiries via email, chat, and phone in a timely, professional manner
• Support customers using HAILO, answering “how do I?” questions and helping resolve issues
• Confidently explain product behaviour, outputs, and recommendations in plain English
• Escalate technical or complex queries to the right teams, with clear context and detail
• Build strong product knowledge so you can proactively guide customers
• Carry out day-to-day admin tasks linked to customer accounts and product usage
• Maintain accurate records and follow evolving support processes
• Support onboarding activities and basic training where required
• Log recurring questions, objections, confusion points, or issues spotted through support interactions
• Feed structured insights into Product, Partnerships, and Comms to help refine onboarding, messaging, and documentation
• Spot trends in customer behaviour or usage and flag optimisation opportunities
• Work closely with Product, Tech, and Client Services as HAILO continues to evolve

What success looks like in your first 90 days

1. By 30 days
   • You understand the HAILO product, its core use cases, and common customer questions
   • You’re confidently handling basic support queries via email and chat, with support on more complex cases
   • You’re familiar with our tools, workflows, and key stakeholders
   • You’re starting to spot recurring themes or friction points in customer questions
2. By 60 days
   • You’re independently managing most support queries across email, chat, and phone
   • You can clearly explain HAILO outputs, logic, and recommendations to customers
   • You’re consistently logging patterns, objections, and issues in a structured way
   • You’re contributing practical feedback into Product, Partnerships, or Comms discussions
3. By 90 days
   • You’re a trusted first point of contact for HAILO customers
   • Your insight is actively shaping improvements to onboarding, messaging, or support documentation
   • You’re helping reduce repeat queries by improving clarity and guidance for customers
   • You’re confidently operating in a fast-evolving product environment and helping others learn as HAILO develops

Qualifications

• Experience in a client support, customer service, admin, or operations role
• Comfortable communicating with customers via email, chat, and phone
• Highly organised with strong attention to detail - accuracy really matters in this role
• Methodical and reliable, with the ability to manage routine tasks consistently
• Comfortable operating in ambiguity, where processes are evolving and not everything is fully documented yet
• Analytical mindset and comfort working with numbers, metrics, and optimisation-style questions from customers
• Curious mindset and willingness to learn new products, technology, and industries
• Genuine interest in AI and how technology can improve customer outcomes
• Confident using digital tools, ticketing systems, spreadsheets, and CRM-style systems

Nice to have

• Experience supporting SaaS or tech-enabled products
• Exposure to AI tools or data-driven platforms
• Previous work supporting UK or international customers
• Experience feeding customer insights back into product or commercial teams

Benefits

• Why join us?
• Work on a modern AI-powered product at the heart of our future strategy
• Be close to how the product evolves and how customer feedback shapes decisions
• Learn a new industry and develop in-demand SaaS and AI support skills
• Be part of a collaborative, people-first, remote-first team
• Clear opportunities to grow into senior support, product, or client success roles
• A business that values curiosity, ownership, and continuous improvement