SaaS Implementation & Customer Success Specialist

Be Different; South Africa; On-site; ZAR 420,000 - 600,000; Full time

Job summary

Be Different is seeking a customer experience and support professional to deliver outstanding service for our SaaS platforms. You will handle inquiries, triage issues, and coordinate with Product and DevOps while ensuring clear, proactive communication with customers.

Ideally you bring experience with Zendesk/Confluence/Datadog and a solid foundation in agile or DevOps practices, with willingness to travel to customer sites as needed.

Qualifications

• Experience in customer support within a SaaS/tech or financial services environment.
• Exposure to configuring or implementing software for customers.
• Experience with Zendesk, Confluence, Datadog or similar tools.
• Experience working within Agile and/or DevOps environments.
• Experience with manual testing of software releases.
• Willingness to travel to customer sites occasionally.

Responsibilities

• Deliver exceptional customer support through timely, professional and solution-focused communication.
• Manage incoming customer support requests, including triage, issue replication, prioritisation and coordination with the Product and DevOps teams.
• Keep customers informed throughout the lifecycle of support requests, implementations and issue resolution.
• Develop and maintain support documentation, user manuals and standard operating procedures.
• Prepare and deliver customer reporting, including SLA and operational performance reports.
• Monitor customer support metrics and identify opportunities to continually improve service delivery.

Skills

Customer-focused problem solving

Excellent communication

Team collaboration

Willingness to travel

Tools

Zendesk

Confluence

Datadog

Job description

Be Different is seeking a customer experience and support professional to deliver outstanding service for our SaaS platforms. You will handle inquiries, triage issues, and coordinate with Product and DevOps while ensuring clear, proactive communication with customers.

Ideally you bring experience with Zendesk/Confluence/Datadog and a solid foundation in agile or DevOps practices, with willingness to travel to customer sites as needed.