Customer Success

Customer Services Representative (UK Market)

Industry: SaaS / Beauty & Wellness Tech
Channel: Live Chat Support (B2C & B2B UK Market Focus)
Location: In office Cape Town CBD
Language Requirement: Native or fluent English (professional-level)
Salary: R18000 - R25000 per month (CTC)

About the Company

• Join a fast-growing Beauty & Wellness Tech brand redefining how salons spas and beauty professionals engage with clients through innovative SaaS solutions
• Play a central role in supporting UK-based clients and users helping them thrive through intuitive digital tools

What Youll Be Doing

• Live Chat Bot Management
  • Operate and fine-tune AI-powered live chat systems (e.g. Intercom Zendesk) to ensure seamless customer journeys
  • Continuously improve chatbot flows content and decision trees based on user feedback
  • Analyze engagement data to optimize automation and reduce support friction
• Customer & B2B Client Support
  • Handle real-time inquiries from end-users and UK-based business clients with professionalism and empathy
  • Guide clients through onboarding account setup troubleshooting and advanced platform features
  • Collaborate with product and onboarding teams to resolve issues and drive customer success
• Sales & Engagement
  • Identify upsell and cross-sell opportunities during customer interactions
  • Support demo scheduling lead qualification and prospect guidance
  • Proactively follow up with inactive users to boost reactivation and satisfaction
• Issue Resolution & Documentation
  • Escalate technical issues promptly ensuring resolution in line with SLAs
  • Maintain and update knowledge base entries
  • Tag recurring queries that can be automated or streamlined

What Youll Need

• Experience
  • Minimum 2 years in B2B sales or client support ideally within a SaaS or tech-driven environment
• UK Market Knowledge (Essential)
  • Direct experience supporting or selling to UK-based clients with an understanding of local communication styles and customer expectations
• Sales Confidence
  • Comfortable managing the full sales cycle: from initial engagement and demoing to closing and onboarding
• Communication Skills
  • Clear persuasive and professional written and verbal English communication
  • Able to personalize engagement across chat email and follow-ups
• Digital Tool Savvy
  • Proficient in Salesforce Slack Google Workspace and Microsoft Office
  • Prior experience with live chat platforms and CRM dashboards is a strong advantage
• Self-Starter Mentality
  • Thrives in fast-paced environments with minimal supervision
  • Takes initiative and drives tasks through to completion
• Organisation & Attention to Detail
  • Skilled at juggling multiple client conversations leads and workflows without losing accuracy

Bonus Points If You Have

• Experience in the beauty wellness or personal care industries
• A passion for digital tools automation and empowering small businesses
• Familiarity with SaaS solutions tailored to salons spas or e-commerce professionals