Customer Support Representative 18099
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Job Location:
Johannesburg - South Africa
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Employment Type:Full time independent contractor
Work Model:Remote
Work Hours:US work hours
The Opportunity
We are seeking a Customer Support Specialist to manage Tier 1 and Tier 2 support tickets allowing our onshore team to focus on strategic initiatives such as user research product feedback loops and marketplace growth.
This role is ideal for someone who writes exceptionally well in English thinks critically before responding and thrives in collaborative Slack-based environments. You should be naturally curious proactive and eager to deeply understand a niche product.
If you are comfortable saying Im not sure can you help me understand before making assumptions you will succeed in this role.
Key Responsibilities
Respond to Tier 1 and Tier 2 support tickets (refund requests payment issues no-shows account updates etc.)
Escalate safety concerns and complex cases to the onshore team when appropriate
Ask clarifying questions when context is incomplete
Apply feedback quickly and continuously improve response quality
Collaborate with teammates via Slack and internal documentation
Maintain accurate records within support systems
Grow into expanded responsibilities as product knowledge increases
What Success Looks Like
High-quality written responses with excellent grammar tone and clarity
Strong judgment in determining when to escalate versus resolve independently
Proactive communication and thoughtful follow-up questions
Meaningful reduction in ticket load for the onshore team (target: freeing 5060% of their time)
Demonstrated improvement in quality and efficiency over time
Must-Have Qualifications
Exceptional written English (grammar spelling tone clarity)
Strong critical thinking and problem-solving skills
Comfortable asking questions and seeking clarification
Ability to quickly incorporate feedback
Typing speed of 50 WPM
Prior experience in customer support customer experience or similar role
Nice-to-Have Qualifications
Gamer or familiarity with gaming communities
Experience working within a two-sided marketplace
Background in fast-paced startup environments
Comfort with asynchronous communication
Required Experience:
Unclear Seniority
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Somewhere, formerly Support Shepherd. We find you amazing employees who cost 80% less than US equivalents, backed by our 6-month Perfect Hire Guarantee.
