Customer Support Representative
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 senior-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
The Opportunity
We are seeking a Customer Support Specialist to manage Tier 1 and Tier 2 support tickets, allowing our onshore team to focus on strategic initiatives such as user research, product feedback loops, and marketplace growth.
This role is ideal for someone who writes exceptionally well in English, thinks critically before responding, and thrives in collaborative, Slack-based environments. You should be naturally curious, proactive, and eager to deeply understand a niche product.
If you are comfortable saying, “I’m not sure — can you help me understand?” before making assumptions, you will succeed in this role.
Key Responsibilities
* Respond to Tier 1 and Tier 2 support tickets (refund requests, payment issues, no-shows, account updates, etc.)
Respond to Tier 1 and Tier 2 support tickets (refund requests, payment issues, no-shows, account updates, etc.)
* Escalate safety concerns and complex cases to the onshore team when appropriate
Escalate safety concerns and complex cases to the onshore team when appropriate
* Ask clarifying questions when context is incomplete
Ask clarifying questions when context is incomplete
* Apply feedback quickly and continuously improve response quality
Apply feedback quickly and continuously improve response quality
* Collaborate with teammates via Slack and internal documentation
Collaborate with teammates via Slack and internal documentation
* Maintain accurate records within support systems
Maintain accurate records within support systems
* Grow into expanded responsibilities as product knowledge increases
Grow into expanded responsibilities as product knowledge increases
What Success Looks Like
* High-quality written responses with excellent grammar, tone, and clarity
High-quality written responses with excellent grammar, tone, and clarity
* Strong judgment in determining when to escalate versus resolve independently
Strong judgment in determining when to escalate versus resolve independently
* Proactive communication and thoughtful follow-up questions
Proactive communication and thoughtful follow-up questions
* Meaningful reduction in ticket load for the onshore team (target: freeing 50–60% of their time)
Meaningful reduction in ticket load for the onshore team (target: freeing 50–60% of their time)
* Demonstrated improvement in quality and efficiency over time
Demonstrated improvement in quality and efficiency over time
Must-Have Qualifications
* Exceptional written English (grammar, spelling, tone, clarity)
Exceptional written English (grammar, spelling, tone, clarity)
* Strong critical thinking and problem-solving skills
Strong critical thinking and problem-solving skills
* Comfortable asking questions and seeking clarification
Comfortable asking questions and seeking clarification
* Ability to quickly incorporate feedback
Ability to quickly incorporate feedback
* Typing speed of 50+ WPM
Typing speed of 50+ WPM
* Prior experience in customer support, customer experience, or similar role
Prior experience in customer support, customer experience, or similar role
Nice-to-Have Qualifications
* Gamer or familiarity with gaming communities
Gamer or familiarity with gaming communities
* Experience working within a two-sided marketplace
Experience working within a two-sided marketplace
* Background in fast-paced startup environments
Background in fast-paced startup environments
* Comfort with asynchronous communication
Comfort with asynchronous communication
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 614 open positions on Hirezar. View all Somewhere jobs →