Remote Customer Advocate

Placements24; Gqeberha; Hybrid; ZAR 320,000 - 520,000; Full time

Benefits offered by this job

Health insurance

Remote work flexibility

Professional development

Job summary

Placements24 is hiring a Customer Advocate for a fully remote role within South Africa. You will support users across live chat, email, and social channels, help with account access and transactions, and translate customer feedback into product improvements.

The role emphasizes empathy, clear communication, and proactive problem solving in a fintech environment. A remote-friendly setup and growth opportunities are provided.

Qualifications

• Minimum 3 years in customer support or similar.
• Exceptional written and verbal communication skills.
• High empathy and patience with customers.
• Proven ability to troubleshoot and resolve issues.
• Experience with customer support software and CRM systems.
• Ability to thrive in a fully remote work environment.

Responsibilities

• Provide outstanding customer support via live chat, email, and social media channels.
• Troubleshoot and resolve inquiries related to account access, transactions, and platform features.
• Educate customers on how to best utilize our products and services to meet their financial goals.
• Proactively identify customer needs and suggest solutions.
• Gather customer feedback and insights to inform product and engineering teams.
• Maintain accurate records of interactions and resolutions in the CRM system.
• Represent the brand with professionalism in every interaction.
• Contribute to continuous improvement of support processes.

Skills

3+ years customer support

Excellent communication

Empathy and patience

Troubleshooting

Intercom / Zendesk

CRM systems

Tools

Intercom

Zendesk

Job description

About the Role

Our client, a fast-paced fintech startup, is seeking a passionate and dedicated Customer Advocate to join their fully **remote** team. This role is central to ensuring our users have an exceptional experience as they navigate our innovative financial platforms. As a Customer Advocate, you will be the voice of the customer, providing empathetic support, troubleshooting issues, and gathering valuable feedback to drive product improvements. This is a unique opportunity to work from anywhere in **South Africa**, contributing to a company that is revolutionizing the financial services industry. We are committed to a remote-first culture, empowering our employees with the autonomy and flexibility needed to excel. If you are a natural problem-solver with a knack for clear communication, this role is for you.

Key Responsibilities

• Provide outstanding customer support via live chat, email, and social media channels.
• Troubleshoot and resolve customer inquiries related to account access, transactions, and platform features.
• Educate customers on how to best utilize our products and services to meet their financial goals.
• Proactively identify customer needs and suggest solutions or workarounds.
• Gather customer feedback and insights, communicating trends and suggestions to product and engineering teams.
• Maintain accurate and detailed records of customer interactions and resolutions in our CRM system.
• Act as a brand ambassador, embodying our company values in every customer interaction.
• Contribute to the continuous improvement of support processes and customer experience strategies.
• Handle sensitive customer information with the utmost care and adherence to security protocols.

Requirements

• Minimum of 3 years of experience in customer support, customer service, or a similar client-facing role, preferably in fintech or a related tech industry.
• Exceptional written and verbal communication skills, with a talent for explaining complex topics simply.
• High degree of empathy and patience when interacting with customers.
• Proven ability to troubleshoot and resolve issues efficiently and effectively.
• Experience with customer support software (e.g., Intercom, Zendesk) and CRM systems.
• Ability to thrive in a fully **remote** work environment, demonstrating strong self-discipline and time management.
• A genuine passion for helping people and a customer-centric mindset.
• Proficiency in digital tools and platforms.
• Must be based within **South Africa** and have a stable internet connection for **remote** work.

Benefits

• Our client offers a competitive salary of up to R per annum , plus potential performance incentives.
• As a fully **remote** role, you'll enjoy significant flexibility in your work environment.
• We provide a comprehensive health insurance plan, including mental wellness support.
• Opportunities for professional development, including access to online courses and workshops, are readily available.
• Join a vibrant and supportive **remote** team dedicated to empowering users financially.
• This is your chance to shape the future of customer advocacy in the fintech space.