Senior SaaS Support Lead - SharePoint & Microsoft 365
Communicate Recruitment
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Job summary
Communicate Recruitment is seeking a Senior SaaS Support Consultant in Cape Town for a hybrid role. You will own complex customer issues, provide consultative guidance on SharePoint Online and Microsoft 365, and collaborate with Product and Engineering to drive improvements.
The ideal candidate has 4+ years in SaaS support, strong B2B experience, excellent communication, and a proactive approach to root-cause analysis. In-office 3 days per week in Cape Town.
Qualifications
- 4+ years’ SaaS product support experience
- Strong knowledge of SharePoint Online and Microsoft 365
- Experience in a B2B environment
- Excellent written and verbal communication skills
- Cape Town based, able to work in-office 3 days per week
Responsibilities
- Own and resolve complex, high‑impact B2B customer support issues.
- Troubleshoot SharePoint Online, Microsoft 365 and SaaS applications.
- Provide consultative guidance on product usage and best practices.
- Manage cases against SLA requirements with timely resolutions.
- Collaborate with Product and Engineering to resolve issues.
- Identify recurring issues and perform root-cause analysis.
- Mentor and coach junior Support Consultants.
- Contribute to improving support processes and playbooks.
Skills
Education
Tools
Job description
Communicate Recruitment is seeking a Senior SaaS Support Consultant in Cape Town for a hybrid role. You will own complex customer issues, provide consultative guidance on SharePoint Online and Microsoft 365, and collaborate with Product and Engineering to drive improvements.
The ideal candidate has 4+ years in SaaS support, strong B2B experience, excellent communication, and a proactive approach to root-cause analysis. In-office 3 days per week in Cape Town.
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