Customer Support Expert

Meltwater; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A dynamic media intelligence company is seeking a Customer Support Expert to provide exceptional support via email and chat. The role requires a Bachelor’s degree or relevant experience, strong communication skills, and the ability to manage multiple priorities. Successful candidates will thrive in a fast-paced environment and will contribute to enhancing client support workflows. A willingness to work hybrid is required, with some shifts outside standard hours.

Qualifications

• Bachelor’s degree in any discipline, or up to one year of relevant work experience.
• Strong communication skills to connect with clients and colleagues.
• Collaborative, proactive, and solution-oriented.

Responsibilities

• Provide excellent product support via email and live chat.
• Influence product development with feedback.
• Take ownership of support tickets from start to completion.
• Engage with global Support Experts and contribute to training sessions.
• Drive initiatives to enhance support across the client lifecycle.

Skills

Strong communication skills

Collaborative mindset

Proactive approach

Solution-oriented mindset

Organizational skills

Customer service experience

Education

Bachelor’s degree or relevant work experience

Job description

Job title : Customer Support Expert

Job Location : Western Cape, Cape Town

Deadline : November 28, 2025

We’re Looking For :

• Are you ready to take on an exciting role as a Customer Support Expert at Meltwater? We’re looking for enthusiastic, people-oriented individuals to join our dynamic team and deliver outstanding customer experiences. In this role, you will help our clients navigate Meltwater’s Media Intelligence Platform, ensuring their experience is smooth, informative, and valuable.
• Meltwater isn't just about work; it's a pathway to personal and professional evolution. Here, you'll immerse yourself in an ecosystem that cultivates your skills, promotes mentorship, and advocates for inclusive leadership. Engage with experienced Customer Support Experts and accomplished leaders who stand ready to support you at every turn.
• Be a part of our vibrant community, where your unique contributions are celebrated, and you're empowered to unleash your full potential.

What You’ll Do :

• Provide excellent product support to our clients via email and live chat to enhance the client experience
• Influence product development through valuable feedback to our Product and Engineering teams
• Be able to remain organized and be able to prioritize in a high-volume environment
• Take ownership of support tickets from start to completion while providing value-added information
• Be an expert on Meltwater products and features as they are launched and engage with our Support Experts globally
• Contribute to our internal product training sessions and engage with our global Support team
• Support a variety of technical projects focused on maintaining Meltwater applications and enhancing Client Support workflows, tools, and efficiencies
• Drive and implement new initiatives to enhance support across the client lifecycle, including designing solutions, engaging stakeholders, documenting standards for best practices, providing feedback, and designing newsfeeds for client engagement.

What You’ll Bring :

• A Bachelor’s degree in any discipline, or up to one year of relevant work experience in customer service, hospitality, teaching, or similar people-focused roles.
• Strong communication skills with the ability to connect with clients and colleagues in a clear, friendly, and professional manner.
• A collaborative, proactive, and solution-oriented mindset, eager to contribute to team success.
• Enthusiasm for learning, a growth mindset, and a drive to develop your career in a support-focused environment.
• Ability to manage multiple priorities, stay organized, and work effectively in a fast-paced setting.
• Familiarity with ticketing or live chat systems is a plus, but not required.
• Willingness to work on a hybrid schedule with 2 days in the office.
• The position may include occasional shifts outside standard office hours to ensure timely client support.
• The ability to legally work in the country of hire is required for this position.