Customer Success Specialist

Yonda; Wes-Kaap; Sur place; ZAR 360 000 - 540 000; Plein temps

Résumé du poste

Yonda is seeking a Customer Success Specialist focused on Accounting Technology. You will own a portfolio of global indirect tax clients, working across South Africa, the UK, and other regions with autonomy to resolve complex cases.

You will handle registrations, filings, deadlines, portal access, and account issues beyond the playbook, while maintaining accurate, audit-ready records and collaborating across regional teams.

Qualifications

• 3–4 years in customer support or customer-facing roles.
• 1–2 years handling escalated, high-stakes, or high-touch accounts.
• Excellent written and spoken English.

Responsabilités

• Own client support for a portfolio of accounts, proactively spotting risk.
• Resolve complex, non-routine questions on registrations, filings, deadlines, and access.
• Decide when to escalate or handle cases independently; maintain audit-ready records.

Connaissances

Customer support

Escalation handling

English proficiency

Global/time-zone experience

Problem solving

Formation

Bachelor's degree in Accounting, Law, or related field

Description du poste

Customer Success Specialist (Accounting Technology)

Cape Town (once per month)

The Role:

You'll own support for a portfolio of Yonda's global indirect tax clients - not just answering tickets, but running judgment calls on escalation, prioritization, and tax office negotiation. You'll work daily with colleagues in South Africa, the UK, and other regions, and you'll be trusted to make decisions on ambiguous cases without hand-holding.

What you'll do:

Client Support

• Own client support for a portfolio of accounts - not just reactive replies, but proactively spotting risk before it becomes a complaint.
• Resolve complex, non-routine questions on registrations, filings, deadlines, portal access, and account issues where the playbook doesn't have a clean answer.
• Make the call on when to escape versus handle yourself - and be right most of the time.
• Maintain accurate, audit-ready records of client interactions and service tasks.

Operational Coordination

• Become a go-to expert on Yonda's indirect tax processes across registrations, filings, payments, and tax office communication.
• Delegate multi-step work to admin agents with clear instructions, timelines, and quality checks - you're accountable for the outcome, not just the handoff.
• Push back on clients or internal teams when something's blocking progress, and know how to get unstuck.

External Communication

• Handle tax office calls and emails independently - account updates, access issues, registration and filing follow-ups, clarifications.
• Own cases end-to-end with tax authorities until resolved, including the awkward ones that need persistence.

Issue Triage and Troubleshooting

• Diagnose root cause on portal logins, verification failures, mismatched account data, missing filings, and tax office requests - not just triage, actually solve them.
• Coordinate across South Africa, the UK, and other regional teams to clear blockers.
• Spot patterns and risks before they're pointed out to you, and bring solutions, not just flags, to team leads and CS.

Who you are:

• 3-4 years in customer support or a customer-facing role, with at least 1-2 years handling escalated, high-stakes, or high-touch accounts
• Track record of owning ambiguous problems without a script.
• Excellent written and spoken English - clear, calm, and able to hold a firm line with a frustrated client or an unhelpful tax office.
• Experience with global/international clients, ideally across time zones.
• Degree in Accounting, Law, or similar preferred.
• Comfortable on the phone with government authorities, asking direct questions and pushing for answers.
• Demonstrated ability to learn dense, technical process detail fast and execute with high accuracy.
• Genuine problem-solving instinct - digs into root cause rather than closing tickets.
• Prior tax, compliance, or regulated-industry experience.
• Experience mentoring or informally leading other support staff.
• Additional training in business administration, operations, or CS management.

Why Yonda:

Yonda is a technology-driven indirect tax partner helping global businesses stay compliant with confidence. This role isn't an entry point - it's for someone ready to run a client portfolio with real autonomy and grow fast into senior CS or team lead. You'll work with a global team in South Africa, the UK, and beyond that values clear communication and accountability over hand-holding.