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

SupportYourApp; Cape Town; Remote; ZAR 341,000 - 569,000; Full time

Benefits offered by this job

Remote work options

USD compensation

Global team environment

Flexible scheduling

Job summary

SupportYourApp is seeking a Customer Support Consultant for short-term engagement. You will deliver high-quality, ticket-based support in English, using Zendesk, while meeting KPIs and following SOPs.

The role emphasizes reliability, adaptability, and proactive learning in a globally dispersed team. You’ll work the listed shifts, maintain clear communications, and contribute to a positive culture with a focus on client satisfaction, autonomy, and continuous improvement.

Qualifications

• Excellent written and verbal English communication at an advanced level.
• Strong attention to detail with commitment to high-quality support.
• Ability to work independently while following procedures.
• Reliable with strict adherence to shift schedules.
• Proactive approach to learning and continuous improvement.
• Flexible and adaptable to process and tool changes.
• Experience meeting KPIs and service expectations.
• Ability to handle 80–100 tickets per shift.
• Access to an Android or Apple device for signing in.

Responsibilities

• Provide prompt support by resolving tickets per project procedures and quality expectations.
• Follow SOP guidelines for tone, accuracy, escalation paths and categorization.
• Document user interactions clearly within the designated support platform.
• Perform daily tasks to support operational excellence (knowledge review, reporting).
• Maintain understanding of project workflows and service goals.
• Strive to meet or exceed individual KPIs and project metrics.
• Reach out to Team Lead when facing procedural or ticket-handling difficulties.
• Communicate availability, workload, and schedule-related concerns.
• Contribute to a positive and supportive team culture.
• Follow the assigned shift schedule and submit scheduling requests to Team Lead.

Skills

Communication

Attention to detail

Independent work

Reliability

Learning mindset

Adaptability

KPIs experience

Ticket handling

Mobile device ready

Tools

Zendesk

Job description

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 on a short-term basis and 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:

• Provide prompt and accurate support to users by resolving tickets in line with project-specific procedures and quality expectations;
• Follow all guidelines related to tone, accuracy, escalation paths, and ticket categorization as outlined in the SOP;
• Document all user interactions clearly and professionally within the designated support platform;
• Perform daily supplemental tasks as assigned to support operational excellence (e.g., knowledge review, internal communications, task reporting);
• Maintain a strong understanding of project workflows, updates, and service goals;
• Strive to meet or exceed individual KPIs and project metrics consistently;
• Reach out to the Team Lead regularly when facing difficulties understanding procedures or handling specific tickets;
• Communicate openly about availability, workload, and schedule-related concerns;
• Proactively contribute to a positive and supportive team culture;
• Follow the assigned shift schedule as distributed by the Team Lead;
• Submit any schedule-related requests (e.g., shift swaps) directly to the Team Lead for review and approval.

What you need to succeed in this role:

• Excellent written and verbal communication skills in English (C1);
• Strong attention to detail and commitment to delivering high-quality support;
• Ability to work independently while following established procedures and service expectations;
• Reliability in meeting shift schedules and deadlines;
• Proactive attitude toward learning and continuous improvement;
• Flexibility and adaptability to process, software, and expectation changes;
• Previous customer service (email-based) experience;
• Previous Zendesk experience;
• Previous experience working with KPIs and expectations;
• Ability to resolve 80-100 tickets per shift;
• An Android or Apple device (a smartphone works), required for signing into accounts.

Benefits:

• Schedule: Monday-Friday, 10:00-19:00 or Monday-Friday, 16:00-01:00 (UTC+02:00 time);
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Balance between project workload and personal time;
• Responsive leadership interested in your development;
• 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.

So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity.

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.