Customer Support Specialist

2 weeks ago

Cape Town, Western Cape, South Africa Aerobotics Full time

About Aerobotics

Aerobotics is a Vision AI company helping fruit producers get more yield from farm to table. Our large fruit model is trained on the biggest fruit dataset from around the world, creating a flywheel that continuously improves our product for customers. We started with fruit sizing and expanded into forecasting, grading, and are developing full yield estimation. Our platform delivers accurate, transparent insights across the fruit supply chain. To date, we've analysed over 340 million trees and 100 million fruit, helping farmers make critical operational and agricultural decisions that maximise yield and efficiency. Our global team of 50+ professionals is headquartered in Cape Town, with commercial offices in the USA, Australia, Portugal, Spain, and South America.

The Opportunity

We're looking for a Customer
Support Specialist to join our Customer Success team based in Cape Town. Your mission will be to support our global Sales team in providing best in class day‑to‑day service and support, which will result in higher retention, expansion, and advocacy. You'll work closely with our Sales team to ensure customer profiles are complete, technically accurate, and ready for immediate use. By supporting the onboarding process and resolving issues proactively, you'll help customers unlock real product value sooner. You'll also identify process improvements, surface customer insights, and strengthen retention by delivering consistently high-quality support.

What you'll do

  • First line response for our Sales team to ensure our customers are supported
  • Set up and maintain customer profiles on the Aerobotics platform, ensuring all information is accurate
  • Reformat customer-submitted data for effective use in the platform
  • Prepare historical data to enable clear year-on-year comparisons for customers
  • Manage data updates and consolidation, ensuring customer information moves smoothly between profiles when changes are required.
  • Configure organisational structures to support seamless collaboration between customer teams.
  • Review platform insights and ensure they are correctly captured and reflected in customer profiles.
  • Identify and resolve gaps in customer data, collaborating with internal teams to complete datasets.
  • Use SQL or Excel to generate customised customer reports and support data-driven decision-making.

What you'll need

  • 2 years of experience within an Operations, Customer Success or Analytical role. 
  • Customer-first mindset with a strong commitment to delivering a high-quality customer support experience.
  • Proven SQL experience and strong data handling skills (cleaning, reformatting, analysing data sets).
  • A sharp eye for detail and a natural inclination to identify and drive process improvements.
  • Exceptional English verbal and written communication skills, with the professionalism to confidently engage senior customer stakeholders.
  • Structured, data-driven problem-solving ability including analysing support metrics, performing root‑cause analysis, and leading initiatives that improve CSAT and reduce response times.
  • Experience working cross-functionally, particularly with Product, Sales and Customer Success.
  • Bonus: experience in agriculture, supply chain, or AI products.

Application Process

  • Submit your CV & a clear motivation for this role & Aerobotics
  • Preliminary virtual interview with our Head of People
  • Take home assessment
  • Technical Interview with our Head of Customer Success 
  • References & background checks

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