Senior Remote SaaS Support Specialist

Placements24; Johannesburg; Hybrid; ZAR 420,000 - 650,000; Full time

Benefits offered by this job

Health insurance

Remote work setup

Job summary

Placements24 is seeking a Senior Customer Support Specialist to join a fully remote team, delivering expert assistance to clients across channels from Johannesburg, Gauteng. You will mentor juniors, resolve complex issues, and contribute to process improvements while maintaining high customer satisfaction.

This remote-first role requires 4+ years in support (2 in senior roles), strong English communication, and proficiency with Salesforce or Zendesk.

Qualifications

• 4+ years in a customer support or helpdesk role, with at least 2 years in a senior capacity.
• Excellent written and verbal English communication.
• Proficient with CRM systems (Salesforce, Zendesk) and ticketing.
• Ability to work independently in a remote setting.
• Experience supporting SaaS products is desirable.

Responsibilities

• Provide advanced technical and customer support via phone, email, and chat.
• Investigate, troubleshoot, and resolve complex inquiries.
• Document interactions in the CRM system.
• Escalate unresolved issues and ensure timely resolution.
• Mentor junior team members and share product knowledge.
• Identify trends and feedback to product and dev teams.
• Act as escalation point for critical issues.
• Improve support policies and tools.

Skills

Customer support

Lead/mentorship

CRM proficiency

Remote work

English communication

Tools

Salesforce

Zendesk

Job description

Placements24 is seeking a Senior Customer Support Specialist to join a fully remote team, delivering expert assistance to clients across channels from Johannesburg, Gauteng. You will mentor juniors, resolve complex issues, and contribute to process improvements while maintaining high customer satisfaction.

This remote-first role requires 4+ years in support (2 in senior roles), strong English communication, and proficiency with Salesforce or Zendesk.