Remote Customer Experience Advocate - SaaS Solutions

Placements24; Kempton Park; Remote; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Competitive salary

Flexible remote work arrangement

Opportunity to work with leading SaaS

Professional development and training

Medical aid and provident fund

Performance bonuses

Annual leave

Virtual team events

Job summary

Placements24 is seeking a Remote Customer Experience Advocate for a fast-growing SaaS company. You will be the primary contact for customers, addressing inquiries, resolving issues, and guiding users through the platform from your home office in South Africa.

Working remotely, you will collaborate with sales, product, and support teams to ensure customer satisfaction, document interactions in the CRM, and contribute to help center content as new releases roll out.

Qualifications

• Minimum 3 years of experience in customer support, preferably in remote or SaaS environments.
• Excellent written and verbal communication skills in English.
• Strong problem-solving and analytical abilities.
• Proficiency in using helpdesk software and CRM systems.
• Ability to work autonomously and manage time effectively in a remote setting.
• A dedicated home office setup with reliable high-speed internet.
• Experience with ticketing systems like Zendesk or Intercom is a plus.

Responsibilities

• Respond promptly and professionally to customer inquiries via email, chat, and phone.
• Troubleshoot and resolve customer issues related to the SaaS platform, providing clear and concise solutions.
• Guide customers through product features, functionalities, and best practices.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Proactively identify customer needs and potential issues, offering solutions before they arise.
• Contribute to the creation and maintenance of customer-facing documentation and FAQs.
• Collaborate with internal teams (sales, product, engineering) to ensure customer satisfaction.
• Gather customer feedback and insights to inform product development and service improvements.
• Maintain a high level of product knowledge and stay updated on new releases and features.

Skills

Customer support experience

Written and verbal English

Problem solving

Helpdesk software & CRM

Remote work autonomy

Home office setup

Zendesk/Intercom experience

Tools

Zendesk

Intercom

Job description

About the Role

Our client is a rapidly expanding Software-as-a-Service (SaaS) company looking for a dedicated and empathetic Remote Customer Experience Advocate . This role is fundamental to our mission of delivering unparalleled support and ensuring our users have a seamless experience with our innovative platform. Working entirely from home, you will be the primary point of contact for our valued customers, addressing their inquiries, resolving issues, and providing guidance. We are committed to fostering a remote-first culture, offering flexibility and the opportunity to work from anywhere within South Africa. If you are passionate about technology, possess exceptional communication skills, and excel at problem-solving, this is the perfect opportunity to grow your career with a forward-thinking organization. Join our team and help shape the future of customer engagement in the digital realm, based out of Tembisa, Gauteng , but with full remote working capabilities.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via email, chat, and phone.
• Troubleshoot and resolve customer issues related to the SaaS platform, providing clear and concise solutions.
• Guide customers through product features, functionalities, and best practices.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Proactively identify customer needs and potential issues, offering solutions before they arise.
• Contribute to the creation and maintenance of customer-facing documentation and FAQs.
• Collaborate with internal teams (sales, product, engineering) to ensure customer satisfaction.
• Gather customer feedback and insights to inform product development and service improvements.
• Maintain a high level of product knowledge and stay updated on new releases and features.

Requirements

• Minimum of 3 years of experience in customer support, preferably in a remote or SaaS environment.
• Exceptional written and verbal communication skills in English.
• Strong problem-solving and analytical abilities.
• Proficiency in using helpdesk software and CRM systems.
• Ability to work autonomously and manage time effectively in a remote setting.
• A dedicated home office setup with reliable high-speed internet connection.
• A proactive and customer-centric attitude.
• Experience with ticketing systems like Zendesk or Intercom is a plus.
• A passion for technology and a desire to help others succeed with digital tools.
• This is a 100% Remote position, requiring no physical presence in Tembisa, Gauteng .

Benefits

• Competitive salary.
• Flexible remote work arrangement.
• Opportunity to work with a leading SaaS product.
• Professional development and training opportunities.
• Contribution to medical aid and provident fund.
• Performance bonuses.
• Annual leave.
• Virtual team events and social activities.