58029791032 - Senior Customer Support Specialist
Somewhere
🇿🇦 Hirezar Summary for South African Applicants
This fully remote full time position at Somewhere is open to applicants from South Africa. This role is suited for mid-level professionals. As a remote position, you can work from anywhere in South Africa — whether you're based in Johannesburg, Cape Town, Durban, or a smaller town.
Job Description
Senior Customer Support Specialist (Fintech)
Location:Remote (South Africa)
Hours:3:00 p.m. – 11:00 p.m. SAST (9:00 a.m. – 5:00 p.m. ET)
Role Type:Expert-Level Customer Service & Product SupportSalary: 1,500-1,800USD (depending on experience)
The Opportunity
We are recruiting for a high-growth US Fintech company that provides specialized expense management and automated bill-pay solutions. Their platform is a vital tool for nonprofit organizations, religious institutions, and mission-driven businesses to manage their spending with transparency.
As the company’s AI and self-service tools increasingly handle basic, routine questions, our customer service needs have shifted. We aren't looking for a generalist to read from a script—we need aCustomer Support Specialistwho enjoys talking to people and has the product depth to solve problems when the automation ends. When a client calls, they want a helpful expert who can guide them through their specific financial workflows with empathy and precision.
Key Responsibilities
* High-Touch Phone Support:Manage inbound calls during US East Coast business hours, providing a warm, professional, and helpful experience for every caller.
* Product Expert Resolution:Handle complex customer inquiries that require a deep understanding of the platform, such as troubleshooting card controls, bill pay features, and accounting integrations.
* Relationship Building:Act as the "voice of the company," ensuring that administrators and finance leaders feel supported and heard.
* Collaboration:Work closely with the US-based team to share customer feedback and help improve the automated knowledge base based on the high-level questions you receive.
* Documentation:Maintain accurate records of customer interactions and provide clear, written follow-ups when necessary.
Requirements
* Customer-First Mindset:A genuine passion for helping people and a professional, friendly phone presence.
* Rapid Learning:The ability to master a complex financial software platform quickly. You should be the person friends go to when they can't figure out how an app works.
* Exceptional Communication:Fluent, professional English (verbal and written) is essential for communicating with US-based executive and finance teams.
* Previous Service Experience:Experience in customer service, hospitality, or a client-facing role is highly valued. Familiarity with SaaS or Fintech is a significant plus.
* Technical Setup:A quiet, professional home office environment and a reliable, high-speed fiber internet connection.
Why This Role?
* Engaging Work:Move beyond "reset my password" tickets. You will be a true specialist helping organizations manage their missions.
* Integrated Team:Join a US-based company that treats its offshore talent as an essential part of the core team.
* Career Growth:As the company scales, there is significant opportunity for those who take ownership and master the product ecosystem.
Tips for South African Applicants
Timezone Advantage
South Africa (SAST, UTC+2) overlaps well with European business hours and has a few hours of overlap with US East Coast. Mention your timezone flexibility in your application.
Salary in Context
Even without a listed salary, international remote roles typically pay 2-3x more than equivalent local positions in South Africa due to the exchange rate advantage.
Application Tips
Tailor your CV to international standards — use a clean format, highlight remote work experience, and include your English proficiency. Many SA applicants succeed by emphasising their strong work ethic and cultural adaptability.
Load Shedding Preparedness
If you're applying for a remote role, having a backup power solution (UPS, inverter, or generator) and mobile data as a backup internet connection shows employers you're prepared for South Africa's infrastructure challenges.
About Somewhere
Somewhere is a company in the Recruitment & Staffing industry that hires remote workers from South Africa. They currently have 608 open positions on Hirezar. View all Somewhere jobs →