Senior Global SaaS Support & Operations Specialist

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

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.