Customer Support Consultant

Location: Remote (based anywhere in South Africa). Cape Town preferred.
Work model: Fully remote
Salary: R18,000 – R25,000 CTC

Why you'd want to work here

• 24 days leave plus 8 public holidays
• Work-life balance — no culture of long hours
• Employment through an Employer of Record, so you get full South African labour law protection and don't need to manage your own tax
• Monthly team updates and remote socials — you're not isolated, even working from home
• Culture where attitude and passion matter more than seniority
• Grow with a company that's been around for 19 years and still has start-up energy

About our client
Our client is a family-owned EdTech business that's been building software for schools across the UK and beyond for nearly two decades. They're growing and expanding into South Africa for the first time. Their platform is used every day by parents, school staff, and catering teams — and this role is the frontline that keeps everything running smoothly. This is a company that genuinely values people who communicate well and aren't afraid to push back with ideas.

What the job involves

• Handling inbound customer queries across email, phone, and ticketing systems from parents, schools, and clients
• Triaging and prioritising tickets by urgency, solving issues at first contact wherever possible
• Processing balance adjustments and refunds accurately
• Supporting parents, school staff, and caterer clients with account setup, platform navigation, and system queries
• Maintaining detailed records of interactions and following through on commitments
• Meeting response and resolution SLAs consistently
• Flagging recurring issues to your team lead so the company can improve documentation and reduce avoidable contact
• Keeping knowledge base articles and response templates up to date

What you need to be considered

• 1–3 years experience in a customer support, helpdesk, or service environment
• Have experience supporting a SaaS or technology platform
• Excellent written communication skills — clear, professional, and appropriately empathetic
• Strong attention to detail, especially when handling financial queries such as refunds and balances
• Ability to work at pace with high volumes, manage a queue, prioritise effectively, and maintain quality under pressure
• Experience with a ticketing or CRM system (or proven ability to pick up new software tools quickly)
• Reliability and consistency — you follow processes accurately and take responsibility for the quality of every interaction
• Calm, composed, and able to handle frustrated contacts professionally

Bonus points if you

• Understand how schools operate or have worked in an education sector environment
• Have handled basic financial support tasks like refunds or account queries
• Have used Zohodesk or a similar helpdesk platform