Product Support Expert

Meltwater Group; Cape Town; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

A global media intelligence company is seeking a Product Support Expert in Cape Town. You will enhance client experiences through excellent support, manage tickets, and influence product development. Ideal candidates are proactive, organized, and have strong communication skills, ready to thrive in a dynamic environment. This hybrid role offers professional growth and a vibrant work culture.

Benefits

Flexible paid time off

Healthcare coverage

Complimentary CalmApp subscription

Energetic hybrid work environment

Family leave program

Qualifications

• Enthusiasm for learning and growth in a support-focused environment.
• Familiarity with ticketing or live chat systems is a plus.
• Willingness to work on a hybrid schedule with 2 days in the office.

Responsibilities

• Provide excellent product support via email and live chat.
• Influence product development with feedback.
• Take ownership of support tickets from start to completion.
• Contribute to internal product training sessions.

Skills

Strong communication skills

Collaborative mindset

Proactive and solution-oriented

Organizational skills

Ability to manage multiple priorities

Education

Bachelor's degree or up to one year of relevant experience

Job description

Are you ready to take on an exciting role as a Product 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 Product 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 organized and 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 Product 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 Product 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.

What We Offer

• Enjoy flexible paid time off for enhanced work-life balance
• Meltwater demonstrates commitment to your well-being by contributing towards Discovery Health, ensuring robust healthcare coverage
• Complimentary CalmApp subscription for you and your loved ones because mental wellness matters.
• Energetic work environment with a hybrid work style, providing the balance you need
• Benefit from our family leave program, which grows with your tenure at Meltwater.
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.

Where You’ll Work

V & A Waterfront, 3 Dock Rd.,

• Cape Town

Our Story

At Meltwater , we believe that when you have the right people in the right environment, great things happen.

Our best-in‑class technology empowers our 27, customers around the world to make better business decisions through data.

But we can't do that without our global team of developers, innovators, problem‑solvers, and high‑performers who embrace challenges and find new solutions for our customers.

Our award‑winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other's successes along the way.

We are innovators at the core who see the potential in people, ideas and technologies.

Together, we challenge ourselves to go big, be bold, and build best‑in‑class solutions for our customers.

We're proud of our diverse team of 2,+ employees in 50 locations across 25 countries around the world.

No matter where you are, you'll work with people who care about your success and get the support you need to unlock new heights in your career.

We are Meltwater.

Inspired by innovation, powered by people.

Equal Employment Opportunity Statement

Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind : At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered.

We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.

All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.

Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity.

We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.