Senior Customer Operations Support Agent

Workwize; Cape Town; Remote; ZAR 300 000 - 400 000; Full time

Job summary

A leading SaaS company is seeking a Senior Customer Operations Support Agent to play a pivotal role in client interactions. The ideal candidate will have over 4 years of customer support experience, strong organizational skills, and the ability to handle complex cases. This position offers flexibility to work remotely within South Africa, and is part of a collaborative and mission-driven team. If you are proactive and empathetic, this may be the role for you.

Benefits

Full work setup provided

Flexibility to work remotely

Collaborative team culture

Qualifications

• 4+ years of experience in a customer support or service role in SaaS, Tech or Logistics.
• Strong skills in ticket escalation and de-escalation.
• Empathetic and calm under pressure.

Responsibilities

• Handle incoming client queries via Zendesk.
• Manage ticket workflows with various tools.
• Ensure compliance with agreed service levels.

Skills

Customer support experience

Fluent English

Organizational skills

Problem-solving skills

Familiarity with ticketing systems

Tools

Zendesk

Order Tool

Airtable

Job description

Senior Customer Operations Support Agent

Workwize City of Johannesburg, Gauteng, South

Join to apply for the Senior Customer Operations Support Agent role at Workwize

Do you want to make a real impact and help companies around the world improve remote working for their teams?

Are you a problem-solver with a passion for delivering excellent service?

Do you enjoy improving processes and working closely with a supportive team?

If so, the Customer Support Agent role at Workwize is the perfect fit!

At Workwize, we're revolutionizing how businesses support their global teams.

We're helping IT teams to easily equip their remote and global teams with all necessary IT equipment.

Our automated SaaS platform simplifies hardware deployment, management, and retrieval with fast, reliable deliveries in + countries.

With 50, users and , devices under management, we're solving hybrid work challenges like laptop deliveries, returns and equipment tracking, allowing IT teams to focus less on manual hassles and more on strategic initiatives.

Join our team to help shape the future of global collaboration.

At Workwize, your work will make a real impact in building smarter, more connected workplaces worldwide.

LinkedIn has also recognised Workwize as one of the Top 10 Startups for

• in the Netherlands!

Your role

As a Customer Support Agent, you'll play a key role in ensuring users and clients receive fast, clear, and helpful responses.

You'll work in a structured, knowledge-driven support environment, following established procedures and workflows.

Your responsibilities will include:

• Handling incoming client queries via Zendesk (email and chat) in a professional, solution-oriented tone
• Managing ticket workflows using tools like Order Tool, Retool, and Airtable
• Providing resolutions within our SLAs
• Escalating issues clearly using defined internal workflows (e.g. bug tickets, product questions, delivery problems)
• Collaborating with your Operations, Service team squad (Delivery or Retrievals) and aligning closely with internal teams
• Developing and maintaining strong collaborations with third-party logistics providers, ensuring compliance with agreed service levels (SLAs)
• Using and improving the internal knowledge base by flagging outdated or missing procedures
• Suggesting new macros, improvements, or automation ideas to boost support efficiency
• Participating in internal testing of new workflows, macros, or processes

Who you are

Empathetic, service-minded, and calm under pressure

Structured and process-oriented, with strong attention to detail

Proactive, curious, and comfortable working independently in a remote team

A clear communicator who's not afraid to ask questions or suggest improvements

Eager to learn and grow in a dynamic, high-growth environment

What you bring

4+ years of experience in a customer support or service role in SaaS, Tech or Logistics

Fluent written and spoken English

Strong organisational skills and comfort with tools like email, chat, and shared documentation

Comfortable learning and navigating multiple platforms

Strong skills in ticket escalation, de-escalation, and handling complex or multi-stakeholder cases

Confidence in supporting peers and suggesting process improvements

Strong problem-solving skills; a pragmatic and creative thinker who finds effective solutions to ensure high-quality service for our clients

Bonus Skills (Not Required)

• Familiarity with IT hardware lifecycles, logistics, or warehousing
• Prior work in a fast-growing startup or scale-up

What We Offer

A role in a growing, mission-driven, and international team

Flexibility to work remotely from anywhere in South Africa within your time zone

A full work setup with all necessary tools provided

A collaborative team culture that values transparency and ownership

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

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