Remote SaaS Support Pro - SLA & Escalation Expert

Salve.Lab; Cape Town; Remote; ZAR 300 000 - 450 000; Full time

Job summary

An innovative tech company based in Cape Town is seeking a Remote Customer Support Agent to manage client inquiries and enhance support efficiency. The ideal candidate will have 4+ years of experience in customer support, strong organizational skills, and be fluent in English. This role offers a chance to work remotely from anywhere in South Africa while growing your career in a collaborative culture.

Benefits

Fully equipped workspace

Collaborative culture

Work remotely from anywhere in South Africa

Qualifications

• At least 4 years of experience in customer support or service roles.
• Empathetic and service-oriented.
• Clear and confident communicator.
• Skilled in ticket escalation and de-escalation.
• Proactive and capable of working independently.

Responsibilities

• Managing client inquiries via email and chat.
• Handling ticket workflows using various tools.
• Resolving issues within agreed SLAs.
• Collaborating with teams and coordinating with departments.
• Proposing improvements to enhance support efficiency.

Skills

Customer support experience

Fluent in English

Strong organizational skills

Proficiency with communication tools

Problem-solving abilities

Tools

Zendesk

Order Tool

Retool

Airtable

Job description

An innovative tech company based in Cape Town is seeking a Remote Customer Support Agent to manage client inquiries and enhance support efficiency. The ideal candidate will have 4+ years of experience in customer support, strong organizational skills, and be fluent in English. This role offers a chance to work remotely from anywhere in South Africa while growing your career in a collaborative culture.