Customer Support Agent

South Assistants; South Africa; Remote; ZAR 167,000 - 260,000; Full time

Job summary

South Assistants, a remote SA-based provider, is seeking a Customer Support Agent to respond to customers across chat, email, and phone. The role focuses on resolving billing, product, account, and shipping issues with empathy and clarity, while maintaining knowledge-base content and contributing to CSAT targets.

Ideal candidates have 1+ year in customer-facing roles, a neutral US/UK/EU-friendly accent, and experience with helpdesk tools like Zendesk or Intercom.

Qualifications

• 1+ year in a customer-facing support or service role.
• Clear, warm written English communication.
• Neutral accent suitable for US/UK/EU phone support.
• Familiar with helpdesk tools such as Zendesk, Intercom, Front or HelpScout.

Responsibilities

• Respond to customers on chat, email and phone within SLA.
• Resolve billing, product, account, and shipping issues.
• Maintain clean ticket notes and macros.
• Escalate technical or billing issues with context and next steps.
• Contribute to the knowledge base with recurring questions.
• Participate in weekly QA reviews and hit CSAT targets consistently.
• Onboard new customers with empathy and clarity.
• Flag product issues to the product team via structured reports.

Skills

Customer service

Written communication

Problem solving

Communication

Tools

Zendesk

Intercom

Front

HelpScout

Job description

South Assistants places senior South African professionals with ambitious businesses across the US, UK and Europe. As a Customer Support Agent on our team, you'll be the voice of a fast-growing brand: replying to customers on chat, email and phone, solving real problems, and building the kind of trust that turns first-time buyers into lifetime fans.

• Premium clients: Work with product-led companies that care about customer experience.
• Fully remote: Work from anywhere in South Africa with shift options to match your client's timezone.
• Growth: Grow from agent to team lead, QA, or customer success as your scope expands.
• Competitive pay: Above-market South African salaries, benchmarked in USD.
• Respond to customer queries on email, live chat and phone within SLA.
• Resolve billing, product, account and shipping issues in your client's helpdesk.
• Maintain clean, up-to-date ticket notes and macros.
• Escalate technical or billing issues with full context and proposed next steps.
• Contribute to the knowledge base: spot recurring questions, write KB articles.
• Participate in weekly QA reviews and hit CSAT targets consistently.
• Onboard new customers with empathy and clarity.
• Flag product papercuts to the client's product team via structured reports.
• Have 1+ year in a customer-facing support or service role.
• Write clearly and warmly in English, and can keep composure under pressure.
• Enjoy problem-solving and genuinely care about customer outcomes.
• Have a neutral accent suitable for US, UK or EU phone support.
• Are comfortable with helpdesk tools (Zendesk, Intercom, Front, HelpScout or similar).
• Can commit to a fixed shift aligned to US business hours - depending on your client, this can mean working as late as 11pm SAST.
• Have a fast, stable fibre internet connection suitable for all-day chat, calls and video.
• Have experience in SaaS, e-commerce or fintech support.
• Have handled escalations or been part of a QA/QC function.
• Know your way around Slack, Loom and shared documentation tools.
• Have basic familiarity with product analytics or SQL.
• Competitive monthly salary ($900 - $1,400 based on experience)
• Performance bonuses tied to CSAT and client retention
• 21 paid leave days per year
• Paid public holidays
• Home-office setup stipend
• Annual learning & development budget
• Full access to the South Assistants workspace: Kamva AI, Notetaker, Vault and more
• Direct mentorship from the founder and senior team

You must be based in South Africa with a fibre internet connection and a home office setup.

[!NOTE]Most of our clients are US-based, so most shifts follow US business hours. Shifts are assigned based on your preference and client needs. 24/7 rotations are optional, not required.