(English C1) Customer Support Consultant, music industry (short-term, remote)

SupportYourApp; Cape Town; A distancia; ZAR 332.000 - 442.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote work

Seasonal contract

USD compensation

Referral rewards

Descripción de la vacante

SupportYourApp in a global context seeks a Customer Support Consultant (short-term) to deliver Level-1 support via email and social media, with live chat to be added later. You will handle e-commerce inquiries, order status changes, tracking requests, and returns, while addressing basic product questions in clear, customer-friendly language.

The role requires elite English (C1), at least 6 months of experience in fast-paced customer service, familiarity with CRM systems, and strong

Formación

• At least 6 months of customer service experience in a fast-paced environment.
• Familiarity with the guitar business or the music industry (e.g., playing an instrument, or experience in music retail or with musical instrument brands).
• Strong problem-solving and troubleshooting skills with close attention to detail.
• Ability to multitask and prioritize effectively.
• Familiarity with CRM systems and basic technical support.
• Ability to communicate clearly, professionally and empathetically with customers.
• Strong interpersonal skills and a team-player attitude.
• Personal laptop/computer with Windows 11, macOS Sequoia or newer, or Linux; stable internet connection (min 50 Mbps down, 40 Mbps up); backup power/internet for 4 hours.

Responsabilidades

• Deliver Level-1 support via email and social media; live chat to be added in future.
• Handle e-commerce order inquiries, including status and changes.
• Respond to tracking number requests and resolve delivery issues.
• Process returns and guide customers through returns.
• Troubleshoot basic product and technical questions for non-technical customers.
• Respond to inquiries per SLA and procedures.
• Use FAQs/knowledge base to provide fast, accurate answers.
• Escalate complex/high-priority issues to internal teams when needed.

Conocimientos

English (C1)

Customer service

Music industry

Problem solving

Multitasking

CRM systems

Communication

Team player

Laptop + internet

Descripción del empleo

Who are we?

SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?

Join our community as a Customer Support Consultant (short-term) today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.

What you will do:

• Deliver outstanding Level-1 support via email and social media with live chat coming in the future;
• Handle e-commerce order inquiries, including order status, changes and general questions;
• Respond to tracking number requests and help resolve delivery issues;
• Process returns and guide customers through the return process;
• Troubleshoot basic product and technical questions, explaining them clearly to non-technical customers;
• Respond to customer inquiries in line with service level agreements and established procedures;
• Use the FAQs and internal knowledge base to provide fast, accurate answers;
• Escalate complex or high-priority issues to the appropriate internal team when needed.

What you need to succeed in this role:

• Excellent English skills (C1 for both spoken and written);
• At least 6 months of customer service experience in a fast-paced environment;
• Familiarity with the guitar business or the music industry (e.g., playing an instrument, or experience in music retail or with musical instrument brands);
• Strong problem-solving and troubleshooting skills, with close attention to detail;
• The ability to multitask and prioritize effectively;
• Familiarity with CRM systems and basic technical support;
• The ability to communicate clearly, professionally and empathetically with customers;
• Strong interpersonal skills and a team-player attitude;
• A personal laptop or computer (Windows 11 licensed, MacOS Sequoia or newer, or Linux; at least 8 GB of RAM) and a stable internet connection (minimum 50 Mbps download and 40 Mbps upload), plus a backup power/internet solution for at least 4 hours.

Will be a great plus:

• Experience in e-commerce support (orders, tracking, returns);
• Experience supporting customers on social media.

Benefits:

• Schedule: Monday to Friday, from 9 AM to 5 PM (CET);
• Length of service: seasonal role from November 2026 to January 2027;
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, plus an internal health policy;
• Responsive leadership interested in your growth and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

Over 1500+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

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