Remote Customer Experience Advocate

Placements24; Bellville; Hybrid; ZAR 360,000 - 480,000; Full time

Benefits offered by this job

Private medical insurance

Remote work stipend

Flexible working hours

Career advancement

Training & development

Job summary

Placements24 is seeking a Remote Customer Experience Advocate to join a globally expanding SaaS company. You will deliver world-class support via email, chat, and phone from anywhere in South Africa, ensuring customer satisfaction and strong relationships.

Ideal candidates have 3+ years in customer-facing roles, excellent communication, and experience with CRM systems like Salesforce or HubSpot. This remote, fast-paced role offers growth in a diverse, international team and flexible work

Qualifications

• 3+ years in a customer-facing role (support, success, or relations).
• Exceptional written and verbal communication.
• Empathy and genuine desire to help customers succeed.
• Experience with CRM and helpdesk platforms (Salesforce, HubSpot).

Responsibilities

• Provide world-class support via email, chat, and phone to a global customer base with strict SLAs.
• Proactively understand customer needs and address issues for optimal product usage.
• Troubleshoot diverse inquiries, technical issues, and feedback with patience.
• Collaborate with Sales, Product, and Engineering to resolve complex issues and relay feedback.
• Develop deep knowledge of product suite and best practices.
• Create and maintain knowledge base articles and FAQs.
• Participate in remote team meetings and share insights to foster collaboration.
• Identify opportunities to improve the customer experience and propose solutions.
• Manage customer feedback loops and advocate for customer needs.
• Ensure all interactions are logged accurately in the CRM system.

Skills

Customer support

Excellent communication

Remote work experience

Tools

Salesforce

HubSpot

Job description

About the Role

Our client, a rapidly expanding global SaaS company, is seeking a highly motivated and empathetic Remote Customer Experience Advocate to join their fully remote team. This pivotal role is dedicated to enhancing the overall customer journey, providing exceptional support, and fostering lasting relationships. You will be the voice of our customers, ensuring their needs are met and their experiences are positive and seamless. This is an unparalleled opportunity for individuals who excel in a remote-first environment and are passionate about delivering outstanding customer service from anywhere in South Africa . Your contributions will directly impact customer satisfaction, retention, and brand loyalty, making this a critical role within our dispersed organization.

Key Responsibilities

• Provide world-class customer support via email, chat, and phone to a global customer base, adhering to strict response time SLAs.
• Proactively engage with customers to understand their needs, address potential issues, and ensure optimal product usage.
• Troubleshoot and resolve a wide range of customer inquiries, technical issues, and feedback with patience and expertise.
• Collaborate closely with internal teams (Sales, Product, Engineering) to resolve complex customer issues and relay valuable feedback for service and product improvements.
• Develop and maintain a deep understanding of our product suite, features, and best practices.
• Create and update support documentation, FAQs, and knowledge base articles to empower customers and internal teams.
• Actively participate in remote team meetings, contributing ideas and sharing insights to foster a collaborative and supportive virtual environment.
• Identify opportunities to improve the customer experience and propose actionable solutions to management.
• Manage customer feedback loops and advocate for customer needs within the organization.
• Ensure all customer interactions are logged accurately and efficiently in the CRM system.

Requirements

• Proven experience (3+ years) in a customer-facing role, such as customer support, customer success, or client relations, preferably in a tech or SaaS environment.
• Exceptional written and verbal communication skills, with a talent for conveying complex information clearly and concisely.
• Strong empathy and a genuine desire to help others succeed.
• Proficiency with CRM software (e.g., Salesforce, HubSpot) and helpdesk ticketing systems.
• Demonstrated ability to work independently, manage time effectively, and stay motivated in a remote setting.
• A reliable high-speed internet connection and a dedicated home office setup.
• Excellent problem-solving skills and a proactive approach to identifying and resolving issues.
• Ability to multitask and manage multiple customer interactions simultaneously.
• Familiarity with agile methodologies is a plus.
• Must be comfortable working across different time zones as required by a global customer base.

Benefits

• Our client offers a highly competitive salary and a comprehensive benefits package, including private medical insurance and a generous remote work stipend.
• Employees enjoy flexible working hours and the autonomy of a fully remote position.
• Opportunities for rapid career advancement within a growing international company are abundant.
• Our client is committed to employee growth through ongoing training, workshops, and professional development initiatives.
• Join a dynamic, inclusive, and forward-thinking remote culture that values your contributions and well-being, regardless of your physical location in South Africa .