South Africa
Customer Success & Support Specialist
About the Role
We are looking for a highly organized, empathetic, and fast-moving Customer Success & Support Specialist to help manage client relationships and ensure every client receives timely, thoughtful, and effective support.
This person will be responsible for resolving client inquiries as quickly as possible, keeping client communications organized, identifying risks before they become cancellations, and helping improve overall client satisfaction and retention.
The ideal candidate is calm under pressure, extremely detail-oriented, great at written communication, and genuinely cares about helping clients succeed.
Responsibilities
Respond to client questions, concerns, and requests quickly and professionally across email, Slack, chat, or other support channels.
Resolve client issues efficiently by coordinating with internal teams, including operations, creative, production, and account management.
Own the client support experience from first message to final resolution, making sure nothing falls through the cracks.
Track client issues, requests, feedback, and follow-ups in an organized way.
Identify unhappy or at-risk clients early and take action to improve their experience.
Help retain clients by providing empathetic, solutions-oriented support.
Communicate clearly with clients about timelines, next steps, expectations, and resolutions.
Escalate urgent or complex issues to the appropriate internal team members.
Create and improve internal processes, templates, FAQs, and support documentation.
Share recurring client feedback with the team to help improve the product, service, and client experience.
Requirements
Excellent written and verbal communication skills.
Very organized and detail-oriented.
Strong empathy and ability to stay calm with frustrated clients.
Fast response times and strong sense of urgency.
Experience in customer support, customer success, account management, client services, or operations.
Ability to manage multiple client conversations at once without losing track of details.
Strong problem-solving skills and ownership mentality.
Comfortable working in a fast-paced startup environment.
Ability to de-escalate situations and turn negative client experiences into positive ones.
Prior experience retaining clients or reducing churn is a plus.
Nice to Have
Experience working with DTC brands, creative agencies, UGC, paid ads, or SaaS companies.
Experience using Slack, Intercom, HubSpot, Zendesk, Linear, Notion, Airtable, or similar tools.
Experience managing subscription clients or recurring revenue accounts.
What Success Looks Like
Clients receive fast, thoughtful, and complete responses.
Client issues are resolved quickly and clearly.
At-risk clients are identified early and retained when possible.
Internal teams have clear visibility into client problems and priorities.
Client satisfaction, retention, and trust improve over time.