Remote Customer Experience Architect

Placements24; Rustenburg; Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Remote work

Career development opportunities

Job summary

Placements24 is seeking a Customer Experience Specialist to join our client’s team. You will work remotely with potential travel to Rustenburg, North West, delivering exceptional support and guiding customers through setup and onboarding.

You will resolve complex issues, build strong client relationships, and contribute to ongoing product improvements. The ideal candidate has 3+ years in customer success or support, excellent communication, and strong problem-solving skills.

Qualifications

• 3+ years in a customer success, support, or account management role, preferably in tech.
• Excellent verbal and written communication with ability to explain technical details.
• Strong problem-solving and analytical skills.
• Experience with CRM software (Salesforce, HubSpot) and helpdesk platforms.
• Ability to manage multiple customer accounts and prioritize effectively.
• Customer-centric approach with passion for delivering outstanding service.
• Self-motivated and able to work autonomously in a remote setting.
• Willingness to travel occasionally to Rustenburg office or client sites.

Responsibilities

• Respond to customer inquiries via email, phone, and chat with timely resolutions.
• Provide expert guidance on product features, functionalities, and best practices.
• Troubleshoot and diagnose technical issues, escalate to engineering with clear documentation.
• Develop and maintain strong relationships with key clients and understand their business objectives.
• Identify customer pain points and suggest product/service improvements.
• Contribute to knowledge base articles and support documentation.
• Gather customer feedback and share insights to drive product development and service enhancements.
• Monitor customer health metrics and implement retention strategies.
• Onboard new customers and guide setup and initial usage.

Skills

Communication

Problem-solving

Analytical thinking

Tools

Salesforce

HubSpot

Job description

Placements24 is seeking a Customer Experience Specialist to join our client’s team. You will work remotely with potential travel to Rustenburg, North West, delivering exceptional support and guiding customers through setup and onboarding.

You will resolve complex issues, build strong client relationships, and contribute to ongoing product improvements. The ideal candidate has 3+ years in customer success or support, excellent communication, and strong problem-solving skills.