Remote Customer Success Advocate - E-commerce Platforms

Placements24; Cape Town; Hybrid; ZAR 240,000 - 420,000; Full time

Benefits offered by this job

Remote-first policy

Company laptop provided

Generous leave allowance

Online professional development

Job summary

Placements24 is seeking a dedicated Remote Customer Success Advocate to join its customer service team. You will guide clients through our e-commerce platform, onboard new users, and help ensure successful adoption.

The role is fully remote anywhere in South Africa, with emphasis on empathy, clear communication, and proactive outreach to reduce churn. You will collaborate with sales, product, and support to deliver outstanding service.

Qualifications

• Experience in customer service, customer success, or related client-facing roles in SaaS/e-commerce.
• Excellent written and verbal communication; ability to explain complex topics simply.
• Strong empathy and active listening to understand customer needs.

Responsibilities

• Provide exceptional remote customer support via email, chat, and phone.
• Onboard new clients and guide them on platform features for successful adoption.
• Engage with customers to gather feedback and address potential challenges.
• Maintain deep knowledge of the e-commerce platform and its benefits.
• Create and update customer-facing docs, tutorials, and FAQs.
• Monitor customer health scores and take action to reduce churn.
• Collaborate with sales, product and tech support for a seamless experience.
• Identify upsell/cross-sell opportunities for relevant services.

Skills

Customer service

Communication

Empathy

Remote work

Time management

Education

High school diploma

Degree in related field

Tools

CRM software

Helpdesk software

Job description

About the Role

Our client is actively seeking a dedicated and empathetic Remote Customer Success Advocate to bolster their renowned customer service team. This is a fully remote position, offering you the flexibility to work from anywhere within South Africa while contributing to a globally recognized brand. You will be the primary point of contact for customers, guiding them through their journey with our client's innovative e-commerce solutions. Your role is crucial in fostering strong customer relationships, ensuring satisfaction, and driving retention. If you excel at understanding customer needs and are passionate about delivering outstanding support experiences, this is the perfect opportunity for you. This role is designed for individuals who thrive in a remote-first environment and are adept at managing their time and tasks independently. Join us in Cape Town, Western Cape (virtually) and help shape the future of online retail support.

Key Responsibilities

• Provide exceptional remote customer support via email, chat, and phone, addressing inquiries and resolving issues promptly.
• Onboard new clients, providing guidance on platform features and best practices to ensure successful adoption.
• Proactively engage with customers to gather feedback, identify potential challenges, and offer solutions.
• Develop and maintain a deep understanding of the e-commerce platform's functionalities and benefits.
• Create and update customer-facing documentation, tutorials, and FAQs.
• Monitor customer health scores and take appropriate action to mitigate churn risks.
• Collaborate with internal teams (sales, product, technical support) to ensure a seamless customer experience.
• Identify opportunities for upselling and cross-selling relevant services or products.
• Participate in regular team meetings and training sessions to stay updated on product developments and support strategies.
• Contribute to a positive and collaborative remote team culture.

Requirements

• Demonstrable experience in customer service, customer success, or a related client-facing role, ideally within a SaaS or e-commerce environment.
• Excellent written and verbal communication skills, with a knack for explaining complex information simply.
• Strong empathy and active listening skills to understand customer perspectives.
• Proficiency in using CRM software and helpdesk platforms.
• Self-motivated and able to manage workload effectively in a remote setting.
• Tech-savvy with a willingness to learn new software and tools quickly.
• A dedicated home office setup with a stable internet connection.
• High school diploma or equivalent; a degree in a relevant field is a plus.
• Ability to troubleshoot and resolve common technical issues related to web platforms.
• Proven track record of building and maintaining positive customer relationships

Benefits

• Annual salary of R , paid bi-weekly.
• Fully remote work arrangement, offering maximum flexibility.
• Company-provided laptop and necessary software.
• Opportunities for career advancement within a growing organization.
• Generous annual leave allowance.
• Access to online professional development courses.
• A supportive and inclusive remote team culture.
• Regular virtual team-building events.
• Performance-based bonuses.
• Employee wellness program and resources.