Remote SaaS Support Specialist with Growth Path

South Assistants; South Africa; Remote; ZAR 167,000 - 260,000; Full time

Job summary

South Assistants, a remote SA-based provider, is seeking a Customer Support Agent to respond to customers across chat, email, and phone. The role focuses on resolving billing, product, account, and shipping issues with empathy and clarity, while maintaining knowledge-base content and contributing to CSAT targets.

Ideal candidates have 1+ year in customer-facing roles, a neutral US/UK/EU-friendly accent, and experience with helpdesk tools like Zendesk or Intercom.

Qualifications

• 1+ year in a customer-facing support or service role.
• Clear, warm written English communication.
• Neutral accent suitable for US/UK/EU phone support.
• Familiar with helpdesk tools such as Zendesk, Intercom, Front or HelpScout.

Responsibilities

• Respond to customers on chat, email and phone within SLA.
• Resolve billing, product, account, and shipping issues.
• Maintain clean ticket notes and macros.
• Escalate technical or billing issues with context and next steps.
• Contribute to the knowledge base with recurring questions.
• Participate in weekly QA reviews and hit CSAT targets consistently.
• Onboard new customers with empathy and clarity.
• Flag product issues to the product team via structured reports.

Skills

Customer service

Written communication

Problem solving

Communication

Tools

Zendesk

Intercom

Front

HelpScout

Job description

South Assistants, a remote SA-based provider, is seeking a Customer Support Agent to respond to customers across chat, email, and phone. The role focuses on resolving billing, product, account, and shipping issues with empathy and clarity, while maintaining knowledge-base content and contributing to CSAT targets.

Ideal candidates have 1+ year in customer-facing roles, a neutral US/UK/EU-friendly accent, and experience with helpdesk tools like Zendesk or Intercom.