Senior Support Analyst

Sana Commerce; Cape Town; Hybrid; ZAR 500 000 - 700 000; Full time

Job summary

A leading SaaS company in Cape Town is seeking an experienced Support Analyst. You will serve as the first point of contact for customers and partners, ensuring high satisfaction levels through effective ticket management and communication. The ideal candidate has over 5 years in a technical customer support role and a strong customer-first mindset. This position offers a hybrid working model with a focus on collaboration across teams.

Benefits

Opportunity to make an impact at a fast-growing company

Global and customized onboarding program

Hybrid working model

Qualifications

• 5+ years of experience in a technical customer support role.
• Ability to prioritize clear communication and manage expectations.
• Fluency in English; Dutch or German is a plus.

Responsibilities

• Act as the first point of contact for customers and partners.
• Manage incoming tickets within SLA to ensure customer satisfaction.
• Collaborate across functional areas to address customer needs.

Skills

Customer-first mindset

Technical affinity

Strong coordination and follow-up skills

Communication skills

Education

Bachelor's degree or equivalent work experience

Tools

Excel

E-Commerce software

ERPs

HTML

XML

Job description

Company Description

At Sana Commerce, we’re committed to creating an inclusive environment because we know our diverse workforce is one of our greatest strengths.

What started in 2007 with a pizza and a plan has grown into a fast-moving SaaS company that helps manufacturers, distributors, and wholesalers thrive in B2B commerce complexity.

Our mission? To transform the way businesses buy and sell, so they can grow, build stronger relationships, and make the most of digital commerce. Join us and take ownership of your career in a dynamic, fast-moving environment.

As a Support Analyst, you are in daily contact with our customers & partners to give them a great experience. You work with big names in the B2B industry. You are the face of Sana Commerce in the EMEA & APAC market, which gives you a lot of responsibility to maintain relationships. In this role, you will grow along as our company is growing!

What you’ll get:

• The opportunity to make an impact at a fast-growing SaaS scale-up;
• A globaland customized onboarding program (9,1/10 rated by previous hires);
• A hybrid working model – 3days from the office, 2day from home.

Job Description

What you’ll be doing:

• Acting as the first point of contact for our customers & partners;
• Proactively managing incoming tickets within SLA to ensure high customer satisfaction. You ll be prioritizing clear communication, expectation management, and timely follow-ups to ensure a smooth and supportive customer experience.
• Keeping customers informed at every step by proactively sharing updates and next steps, even when the issue is still being investigated.
• Taking full ownership of the ticket lifecycle. Even if you can’t solve the issue yourself, you’ll coordinate with other internal teams to ensure it gets resolved.
• Analysing markup language and application logs to aid the development team in eliminating product bugs;
• Collaborating across functional areas to address customers’ needs as their champion.

What you’ll bring:

• At least a bachelor's degree or equivalent work experience.
• 5+ years of experience in a technical customer support role across IT industry/ complex product.
• A customer-first mindset. You’re not just reactive—you think ahead. You understand how to manage expectations, communicate clearly, and turn challenges into positive experiences. You always strive to reach the best possible solution for your customers.
• Strong coordination and follow-up skills. You’re able to juggle multiple requests and ensure nothing falls through the cracks. You have excellent attention to detail and time management.
• Technical affinity.You are comfortable using Excel, learning new software, and can understand HTML or XML. Experience working with E-Commerce software and/or ERPs isa plus.
• Communicationskills.You speak and write fluently in English. Dutch and/or German are a plus. You easily understand customer needs and know how to look for the ‘question behind the question’.

Who we are:

So, what does it mean to be a part of the Sana Commerce team?

At Sana Commerce, our values guide how we work, collaborate, and drive success.

• "Champions of Our League."We deliver lasting success, balancing quick wins and long-term value. We take pride in our unique product and extensive B2B knowledge and continuously strive to improve. No matter our role, we bring value every day, helping our customers and partners succeed.
• "Supercharge Our Customers."We’re revolutionizing B2B commerce together, helping our customers to lead and succeed. Our customers are at the heart of everything we do. We go beyond solutions, providing the tools and support they need to grow.
• "Determined to Grow."We embrace challenges, growing and raising the bar for ourselves and our industry. We take on challenges, seek feedback, and keep learning. Every setback is a chance to improve and move forward.
• "Bold Together."We dare to be bold because we have each other’s back. We collaborate across teams and time zones, challenge the status quo, and support each other to achieve the best outcomes.

Job descriptions can be tough to interpret. Even if you may not tick all the boxes, please explain your motivation for the role of Support Analyst. We strongly encourage you to apply if you still feel like you are a great match for this role. Apply now!

All your information will be kept confidential according to EEO guidelines.