Customer Support & Operations Associate, Cape Town

Our client is looking for a strong communicator and AI-native professional to join their Customer Success team.

In this role, you will act as the right hand to the CSM, ensuring customers are well supported, processes are automated, and growth targets (reviews and upsells) are achieved. This is not just about responding to chats, it’s about strategically optimising the customer journey using the latest technology.

What You’ll Do

Customer Engagement: Manage live chat support with high responsiveness and empathy.

Strategic Growth: Proactively identify opportunities for upselling and systematically drive

high-quality App Store reviews.

HubSpot Mastery: Build and maintain integrations, custom reports, and automated workflows to

keep our CRM running like a clock.

Churn Prevention: Monitor customer health scores and execute outreach strategies to ensure

long-term retention.

AI Implementation: Use Gemini and other AI tools to automate communication, analyze

customer sentiment, and draft high-converting success content.

Who You Are

Independent & Strategic: You don't wait for a to-do list. You spot a bottleneck and fix it.

AI-Native: You use Gemini (or similar) daily to work faster and smarter. You know how to prompt

for the best results.

HubSpot Savvy: You are comfortable CRM’s, reports and automations.

Growth-Minded: You enjoy the "sales" side of Customer Success and aren't afraid to ask for a

review or suggest an upgrade.

Communicator: You have a perfect command of English and can pivot from technical support to

a warm, personal success check-in.