Customer Support Specialist for B2B SaaS Company

4 weeks ago


Cape Town, Western Cape, South Africa PartnerHero Full time

At PartnerHero, we're seeking a skilled Customer Support Specialist to join our team in South Africa. This role offers a unique opportunity to work with an American B2B SaaS company, providing exceptional support to customers worldwide.

In this position, you'll act as a passionate and enthusiastic extension of the partner, embodying their brand to build strong connections with customers. You'll monitor, triage, and engage with customers on various app distribution channels, including Apple App Store, Google Play Store, and Trustpilot.

Your responsibilities will include answering negative and positive reviews on online stores using predefined macros and freehand responses. You'll investigate reported user issues, find user accounts in CRM (Zendesk) for issue identification, and acquire valuable customer insights to share with the team.

We're looking for a highly proficient written English speaker (C2 level), with excellent troubleshooting and problem-solving skills. As a collaborative team player, you'll be able to articulate complex solutions in written communication and adapt to a fast-paced environment.

This is a full-time remote position offering flexible working arrangements, competitive base salary ($45,000 - $65,000 per year), and attractive benefits package, including paid vacation, medical, dental, and vision options. You'll also have access to training opportunities, 1-on-1 coaching, and mentorship.

Our core values at PartnerHero are centered around care for others, embracing growth, manifesting trust, taking ownership, and being humble. We value diversity, inclusion, equity, and belonging, and strive to create an equal-opportunity workplace.



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