Remote Customer Support Specialist — Global SaaS Helpdesk

Supportyourapp-1; Cape Town; Remote; ZAR 341,000 - 569,000; Full time

Benefits offered by this job

Remote work options

USD compensation

Global team environment

Flexible scheduling

Job summary

SupportYourApp is seeking a Customer Support Consultant for short-term engagement. You will deliver high-quality, ticket-based support in English, using Zendesk, while meeting KPIs and following SOPs.

The role emphasizes reliability, adaptability, and proactive learning in a globally dispersed team. You’ll work the listed shifts, maintain clear communications, and contribute to a positive culture with a focus on client satisfaction, autonomy, and continuous improvement.

Qualifications

• Excellent written and verbal English communication at an advanced level.
• Strong attention to detail with commitment to high-quality support.
• Ability to work independently while following procedures.
• Reliable with strict adherence to shift schedules.
• Proactive approach to learning and continuous improvement.
• Flexible and adaptable to process and tool changes.
• Experience meeting KPIs and service expectations.
• Ability to handle 80–100 tickets per shift.
• Access to an Android or Apple device for signing in.

Responsibilities

• Provide prompt support by resolving tickets per project procedures and quality expectations.
• Follow SOP guidelines for tone, accuracy, escalation paths and categorization.
• Document user interactions clearly within the designated support platform.
• Perform daily tasks to support operational excellence (knowledge review, reporting).
• Maintain understanding of project workflows and service goals.
• Strive to meet or exceed individual KPIs and project metrics.
• Reach out to Team Lead when facing procedural or ticket-handling difficulties.
• Communicate availability, workload, and schedule-related concerns.
• Contribute to a positive and supportive team culture.
• Follow the assigned shift schedule and submit scheduling requests to Team Lead.

Skills

Communication

Attention to detail

Independent work

Reliability

Learning mindset

Adaptability

KPIs experience

Ticket handling

Mobile device ready

Tools

Zendesk

Job description

SupportYourApp is seeking a Customer Support Consultant for short-term engagement. You will deliver high-quality, ticket-based support in English, using Zendesk, while meeting KPIs and following SOPs.

The role emphasizes reliability, adaptability, and proactive learning in a globally dispersed team. You’ll work the listed shifts, maintain clear communications, and contribute to a positive culture with a focus on client satisfaction, autonomy, and continuous improvement.