Customer Support Representative
M
MapleRestaurant AI
Customer Support Representative (South Africa, Remote)Full-TimeSenior
Salary$20K - $25K; $20K – $25K
Apply NowOpens the employer's application page
Job Details
- Languages
- Fluency in English (C1/C2)
- Experience
- 2–5+ years in customer support, onboarding, or high-touch SaaS roles
- Required Skills
- SalesforceSaaSSlackTroubleshootingCustomer support
Requirements
- Have 2–5+ years of experience in customer support, onboarding, or high-touch SaaS roles.
- Be fluent in English at C1/C2 level, with strong written and verbal communication skills.
- Have experience handling escalations and complex customer issues professionally and empathetically.
- Use sound judgment when resolving customer issues.
- Stay calm, respectful, and solution-oriented in time-sensitive or high-pressure situations.
- Gather context when customers provide incomplete information.
- Prioritize effectively, manage multiple active cases, and maintain accuracy under pressure.
- Be comfortable handling ambiguous or messy situations.
- Experience with SMBs or local businesses is a bonus.
- Experience with Intercom, OpenPhone, or Salesforce is a bonus.
- Experience supporting technical products is a bonus.
Responsibilities
- Run onboarding calls with new customers.
- Translate business operations into structured AI configurations.
- Identify gaps or unclear workflows and clarify them with customers.
- Help customers go live quickly and confidently.
- Handle inbound support calls, texts, and emails.
- Troubleshoot real-time voice agent issues and own customer issues end-to-end.
- Gather complete context before escalating issues to engineering.
- Document cases in Salesforce and communicate with the team in Slack.
- Identify recurring friction points and suggest improvements to tooling, onboarding, or documentation.
View Full Description & ApplyYou'll be redirected to the employer's site
