Customer Support Consultant

About the company

SupportYourApp is an international provider of intelligent support services, working with technology-focused businesses and recognized brands such as MasterCard, Calm, and MacPaw. Since 2010, the company has supported clients across more than 30 countries and in 60 languages, serving organizations in software, SaaS, hardware, and other industries.

This opportunity is for someone who wants to join a global, multicultural team while working from a home office and growing their capabilities through a people-first approach to management.

Key responsibilities

• Provide high-quality assistance to customers through phone, chat, and email.
• Respond to customer questions, resolve issues, and keep people informed with timely updates.
• Route more complex matters to the right internal team when escalation is needed.
• Support basic user acceptance testing tasks whenever required.
• Develop and maintain strong, long-term customer relationships.
• Stay current with new tools, systems, and technology.
• Handle confidential customer information carefully and securely.
• Use modern customer-experience practices to improve satisfaction.
• Maintain a strong understanding of client products or services and work toward KPI targets.
• Coordinate with developers and other cross-functional specialists.

What you need to succeed

• Strong English communication ability at C1 level, both spoken and written.
• At least 6 months of customer support experience.
• A service-oriented mindset and a genuine willingness to help customers.
• Ability to juggle several conversations and priorities while staying accurate and detail-focused.
• Solid problem-solving and organizational skills.
• Comfort working independently and managing your own workload.
• Flexibility and confidence in a fast-moving environment.
• Technical curiosity and the ability to test and troubleshoot simple issues.
• A proactive, responsible, and positive approach to work.
• A personal computer with at least 8 GB RAM and a stable internet connection of at least 50 Mbps download and 40 Mbps upload.

Nice to have

• Previous experience using CRM systems.

Benefits and working conditions

• Fixed working hours: Monday to Friday, 7:00 AM to 4:00 PM GMT+2 (Africa/Johannesburg).
• Fully remote work arrangement.
• International and inclusive team environment.
• Pay in USD.
• Referral rewards for bringing in friends.
• Support for healthy work-life balance.
• Leadership focused on growth and long-term collaboration.
• Opportunities for self-development.
• A trust-based culture with no time-tracking requirement.
• Benefits and conditions may differ depending on the engagement type. Some perks generally apply to employees, while independent contractors may not qualify for all of them. Final terms, including compensation, benefits, and work setup, will be defined in the agreement if selected.

Additional information

Applicants should send their CV in English. The company promotes equal treatment of candidates and does not discriminate on legally protected grounds. Personal data will be handled according to the SupportYourApp Candidate Privacy Notice. The organization also notes that more than 1,300 specialists already work with it to deliver customer experiences. Referrals are encouraged, with rewards available for successful recommendations.