Senior Customer Support Specialist

2 weeks ago

Cape Town, Western Cape, South Africa Impact Full time

Our Company:


If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world, then this is the place for you.

If you have a desire to work in an organisation, that is:

  • Passionate about its people
  • Focused on delivering the very best tech to our customers
  • Offering the flexibility to work from where you are most successful
  • Obsessed with our customer's success
  • The leading SaaS platform to automate partnerships affiliate, influencer, technology partners, and more
  • Entrepreneurial in spirit with a culture that rewards collaboration and curiosity
  • Obsessed with making a difference in business and to the wider community

Your Role at Impact:


The Customer Solutions team is part of the broader Customer Engineering team, whose responsibility it is to ensure a high-quality user experience and drive user retention.

Our global Customer Solutions team comprises Customer Solutions Specialists, providing 24/5 product support coverage while continuously finding ways to improve our user experience and operational efficiencies.


What You'll Do:

  • First point of contact when a client has a problem with using the platform.
  • Engaging with our users via inapp chat and ticketing system
  • Investigating and troubleshooting user and platform issues, including replicating the client's experience, testing features and gathering information
  • Learning how to best assist our client's business through the best use of the platform and new features as they are developed
  • Manage support cases to ensure issues are recorded, tracked, resolved, and our client's feel supported all in a timely manner.
  • Liaising with a diverse group of professionals across multiple teams.
  • Get involved in crossfunctional projects aimed at improving customer experience and operational efficiency.
  • Working with the Senior team to drive operational efficiencies, change, and alignment with internal teams.
  • Mentor the broader team.

What You Should Have:

  • Experience in customer support/service within the SaaS world
  • Understand the Affiliate Market Eco System
  • Basic understanding of how business processes work to empathise with what our clients are trying to get done on our platform
- "Super user" level understanding of the internet
  • Google-Fu master
  • Detailoriented, able to effectively prioritize tasks, triage conflicting issues with solid time management
  • Customercentric, willing to be an advocate for your client's needs and a passion for providing a great customer experience
  • Excellent verbal and written communication skills
  • Able to breakdown complex topics into digestible explanations
  • The ability to analyse data for insights
  • A quick thinker and problemsolver with the ability to pivot when needed
  • A selfstarter that can work autonomously as well as in a team, and knows how to get stuff done
  • Resourceful and able to teach oneself and find an answer
  • Hungry to learn and continuously growing your knowledge as the Product/Business evolves
  • Familiarity with concepts like API, FTP, SQL, Javascript, HTML, as well as basic business accounting
  • Ability to use Initiative & be Proactive

Benefits/Perks:

-
Casual work environment, including working from home:


  • Unlimited PTO policy
  • Take the time off that you need. We are truly committed to a positive worklife balance, recognising that it is important to be happy and fulfilled in both
-
6 month paternity/maternity leave:

-
Training & Development

  • Learning the advanced partnership automation products
-
Medical Aid and Provident Fund

  • Group schemes with Discovery & Bonitas for medical aid
  • Group scheme with Momentum for provident fund
-
Restricted Stock Units

  • 3year vesting schedule pending Board approval
-
Internet Allowance
-
Free Affiliate & Partnerships Industry Fundamentals Certification
by PXA
-
Fitness club fee reimbursements

_ Impact is proud to be an equal opportunity workplace. __We are committed to equal employment opportunity regardless of race, colour, ethnicity, religion, creed, national origin, ancestry, genetics, sex, pregnancy or childbirth, sexual orientation, gender (including gender identity or non-binary or nonconformity and/or status as a trans individual), age, physical or mental disability, citizenship, marital, parental and/or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know._

**#LI-NK1

  • German Speaking Customer Support Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa HR Support Full time

    Duties & Responsibilities Liaise with other departments within the company as required to ensure accurate responses are provided to both customers and team members. Ensure any required actions are quickly and accurately taken relating to the nature of the correspondence. Ensure all required systems are kept updated with details of the customer's...

  • Senior Customer Relations Officer

    2 weeks ago

    Cape Town, Western Cape, South Africa ADvTECH Support Office Full time

    Overall Purpose of the JobUnder the supervision of the Head: Academic Operations and the Deputy Head: Academic Operations, the Senior Customer Relations Officer is responsible for ensuring that all student queries related to all aspects of the student experience are dealt with timeously and effectively by the Customer Relations Centre in line with the agreed...

  • Customer Support Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa OTH Network Full time

    What we do:At OTH, we harness the power of AI to seamlessly connect brands with influential creators, equipping businesses with an affordable, results-driven marketing tool that amplifies brand visibility through strategic exposure. Our platform is renowned for its user-friendly features, and by leveraging the marketing prowess of creators to fuel their...

  • Customer Support Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Onsight Full time

    The opportunityOnsight is passionate about helping improve companies' top line performance with exceptional software products recognized for simplicity, functionality, and user experience.Our best customer service is enabled by employees that thrive in an informal, team-orientated, and collaborative work environment. Onsight people feel respected and that...

  • Customer Support Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Crypto Banter Full time

    About Crypto School:Crypto School, a part of the vibrant Crypto Banter community, is on a mission to demystify the complex world of cryptocurrency. We provide comprehensive education on cryptocurrencies to empower learners with the knowledge they need to navigate the crypto space with confidence. Our platform is designed to be accessible, engaging, and...

  • Customer Support Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Fivewest OTC Desk Pty Ltd Full time

    Fivewest OTC Desk is a dynamic and innovative force in the foreign exchange and crypto markets. The cornerstone of our trading operations is our over-the-counter (OTC) desk, which stands as one of the largest for crypto trading in South Africa.We are looking for a talented customer support specialist to join our team.Customer Interaction: Provide accurate...

  • Customer Support Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Onsight Full time

    CUSTOMER SUPPORT SPECIALISTThe opportunityOnsight is passionate about helping improve companies' top line performance with exceptional software products recognized for simplicity, functionality, and user experience.Our best customer service is enabled by employees that thrive in an informal, team-orientated, and collaborative work environment. Onsight people...

  • Customer Support Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa ITL Full time

    A dynamic and customer-centric specialist must have the unique ability to multi task and effectively communicate, identify, investigate, diagnose/manage resolution of customer issues To provide solutions to queries by relaying information to customers in a user-friendly and professional manner.Requirements:a) Excellent interpersonal written and verbal...

  • Contact Centre Support Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Boardroom Appointments Full time

    Responsibilities:The purpose of the Customer Experience and Contact Centre Support Specialist role is to execute key general support activities, in cooperation with and under the direction of the Head of Customer Contact Centre & Experience, Senior Manager Contact Center Operations and the leadership team. The role provides efficient, proactive,...

  • German speaking Customer Service Support Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Language Recruiters Full time

    Are you passionate about travel and ready to embark on an unforgettable journey with a leading tourism company? Look no further – we're searching for a vibrant and enthusiastic German speaking Customer Service Support Specialist to join this team in Cape Town, South Africa. Ready to embark on an adventure? Don't miss this job opportunity to make dreams...

  • German Speaking Customer Service Support Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Language Recruiters Full time

    Are you passionate about travel and ready to embark on an unforgettable journey with a leading tourism company? Look no further - we're searching for a vibrant and enthusiastic German speaking Customer Service Support Specialist to join this team in Cape Town, South Africa. Ready to embark on an adventure? Don't miss this job opportunity to make dreams come...

  • Technical Support Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Sabio Full time

    Technical Support Specialist - Avaya Sabio is a Global company and the leading independent UK Contact Centre solution supplier. We work with leading brands and partners across the globe, helping them to build high quality, secure, robust platforms and solutions. Sabio provides expertise and solutions that our customers' need to respond to the ever-changing...

  • Customer Success Support Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Virtue HR Solutions Full time

    Company:TagmarshalPosition:Customer Success Support SpecialistCommencement:ImmediateContract: Full-timeWork hours: ShiftsLocation:Cape Town, South AfricaRemuneration: Commensurate with qualifications and experience*Please note that knowledge of golf is a requirement for this position.Role summary:Tagmarshal is changing the world of Golf Operations through...

  • Customer Success Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Charity Careers Africa Full time

    Title: Customer Success SpecialistType: Permanent, Full-time (3-month probationary period)Location: Cape Town CBD (flexible remote working)Salary: R R15 000 per monthClosing:TBCSince its inception in 2008, BackaBuddy has emerged as a beacon of positive change, providing a trusted crowdfunding platform for countless causes and charities. They are a community...

  • Senior Product And Implementation Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Datafin Full time

    Senior Product and Implementation Specialist – (Hybrid) – Somerset WestProduct/Project managementCape Town – Western CapeENVIRONMENT: Founded in 2020, our client is dedicated to offering comprehensive IT, analytic, and software support services to the fresh produce industry. They are currently seeking a Senior Product & Implementation Specialist who...

  • Senior Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa LRI Invest Full time

    Senior Specialist - Middle Office - Cape TownSummary of the positionThe Senior Specialist - Middle Office will be responsible for all aspects relating to the delivery for the start of day portfolio and reporting validation; system reconciliation; and client query support & resolution to specific clients. The Senior Specialist - Middle Office will combine...

  • Customer Service Specialist, Customer Experience

    2 weeks ago

    Cape Town, Western Cape, South Africa Amazon Commercial Services (South Africa) (Pty) Ltd - N09 Full time

    Excellent written and verbal communications skills with an ability to interact with senior stakeholders.Ability to get hands dirty in the detail but can also see the bigger picture.Ability to effectively manage multiple workstreams at the same time while maintaining a high level of quality.Confident creating reports for leadership consumption.Ability to take...

  • Senior Sales Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Dimension Data Full time

    FunctieomschrijvingAt Dimension Data, we unlock potential using our comprehensive portfolio of intelligent technology and services. We have extraordinary people who work tirelessly to deliver value to our clients and communities across the Middle East and Africa. We help create smarter businesses for our clients and a better world for everyone. As a Senior...

  • Operations Support Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Shoprite Full time

    Purpose of the JobThe MMA Customer Support Specialist is to provide meaningful support to Money Market Accounts customers regarding for both technical and general account payments.This role efficiently manages all customer queries, going above and beyond to ensure client satisfaction, as well as collaborating with Computicket and Shoprite Customer Care...

  • Customer Support Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Traderoot Full time

    THE ROLEThe Support Manager will be responsible for the operational management of the local Support team, which consists of Support Specialists providing technical support for the Traderoot Enterprise Platform (TEP) in collaboration with clients.The Support Manager needs to be able to perform any of the duties of a Support Specialist, which means they must...