Senior Customer Support Agent

Graduate; Remote; ZAR 50 000 - 200 000; Full time

Job summary

A fast-growing SaaS scale-up is seeking a Customer Support Agent in South Africa to help improve remote work for teams globally. This role focuses on handling client queries through Zendesk and ensuring timely resolutions. Candidates should have over 4 years of experience in customer support, strong problem-solving abilities, and excellent communication skills. Workwize offers a collaborative culture, flexibility to work remotely, and all necessary tools for productivity.

Benefits

Flexibility to work remotely

Full work setup provided

Collaborative team culture

Qualifications

• 4+ years of experience in customer support or service role.
• Fluent written and spoken English.
• Experience with ticket escalation and de-escalation.

Responsibilities

• Handle client queries via Zendesk in a solution-oriented tone.
• Manage ticket workflows using appropriate tools.
• Collaborate with internal teams and logistics providers.

Skills

Empathy

Attention to detail

Strong problem-solving skills

Clear communication

Organisational skills

Tools

Zendesk

Order Tool

Retool

Airtable

Job description

Overview

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!

Join our team as the Customer Success in the US for our fast-growing, SaaS scale-up. We’re expanding into North America and looking for a strategic, hands-on CSM to join our CSM team. We’ll work closely with our customers to drive adoption, retention, and growth—building lasting partnerships while helping shape how we do Customer Success in the US. If you’re energized by ownership, impact, and scaling something from day one, we’d love to talk.

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

At Workwize, 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 100+ countries.

With 50.000 users and 120.000 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 2025 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
• Provide 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
• Develop and maintain 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
• Participate 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
• Experience with Zendesk is a plus!
• 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