Customer Support Specialist (Saas)

Customer Support Specialist (SaaS)

Cape Town

A Cape Town-based SaaS company creates innovative software solutions for the hospitality and restaurant industry. Their platform is designed to empower restaurants with efficient reservation management, helping them elevate guest experiences and streamline operations.

About the Job

As a Customer Support Specialist, you will be the go-to expert for our clients, helping restaurant teams utilize our cutting-edge software to its fullest potential. You'll assist with troubleshooting, training, and building lasting relationships with customers, all while ensuring they have a smooth and satisfying experience with the platform. The platform is complex, and does not have a playbook for every scenario, as new problems for this industry crop up daily. The team needs problem solvers, who have the ability to troubleshoot and find new solutions to new problems and help the customers get the most out of the solution.

Responsibilities:

• Master the software to provide expert guidance to customers.
• Offer top-notch customer support through email and phone, addressing client inquiries promptly and professionally.
• Conduct client training sessions, enabling restaurant teams to maximize the software capabilities.
• Handle inbound support tickets, ensuring issues are resolved or escalated appropriately.
• Troubleshoot and assist clients with account updates, configuration changes, and technical queries.
• Build strong professional relationships with customers, becoming a trusted partner in their success.
• Collaborate with team members to achieve individual and team goals and ensure client satisfaction.

Requirements:

• A strong passion for the restaurant industry and/or experience in the food and beverage or hospitality sector.
• At least 3 years+ of experience in a customer support or customer service role but preferably more.
• Exceptional communication skills, with fluency in English (both written and spoken).
• A friendly, people-focused demeanor, with a knack for problem-solving and active listening.
• Proficiency in learning and using software tools quickly, with a natural aptitude for technology.
• Self-motivated and organized, with excellent time management skills.
• Ambitious yet humble, with a willingness to reflect, learn, and grow.
• Relevant formal education or proven work experience in a similar role.

If you love technology, thrive on helping others, and are excited about the restaurant industry, this role is perfect for you. Join a team that's passionate about innovation and making a difference in the hospitality space.