Job Openings Customer Success

About the job 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: R18,000 - R25,000 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 You'll 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 You'll 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