Customer Support & Training Specialist (SaaS) |

Position:Customer Support & Training Specialist

Base Pay:$1200 - 1500  per month (Commensurate with experience and at the clients' final discretion)

Location: Remote - Open to candidates in South Africa

Working Hours:Monday - Friday – 6:00am to 3:00pm PST (minimum of 40 hours per week)

Employment type: Full time, Long term, and ongoing independent contractor
* Contractor supplies their own – Computer, Internet (must always be reliable), Headset
Company Overview:

We are a fast-growing SaaS company transforming how franchise systems and restoration companies manage accounts receivable and collections.

We help multi-location operators and franchise organizations:
* Accelerate cash flow
* Reduce 60, 90, and 120+ day AR aging
* Automate collections workflows
* Standardize follow-up across every location
* Give leadership real-time visibility into company-wide AR performance
Most restoration companies and franchise operators still manage collections manually through spreadsheets, disconnected systems, phone calls, and inconsistent follow-up processes. The result is slow collections, poor visibility, operational inefficiency, and millions of dollars trapped in accounts receivable.

Our platform solves that problem by combining automated collections workflows, integrated payment systems, centralized reporting, and real-time visibility into receivables performance across an entire organization.

The market demand is real and the pain point is massive; customers are actively paying for the product today. We are already working with restoration companies, franchise operators, and multi-location businesses that rely on our platform to improve cash flow and operational efficiency.

What you’ll Do as a Customer Support & Training Specialist

Provide Fast & Effective Chat & Email Support
* Provide prompt, clear, and solution-focused responses to customer inquiries via chat, email, and phone.
* Troubleshoot technical issues and document them on a Jira Ticket.
* Proactively monitor customer engagement and reach out to at-risk users to reduce churn.
* Ensure timely, solution-driven support to enhance the user experience.
* Escalate critical platform issues to the development team for swift resolution.
* Uphold a high standard of service to maximize customer satisfaction.
Support Users in Adopting Platform Features
* Provide training and step-by-step guidance to help users navigate the platform.
* Identify opportunities to expand platform usage and ensure customers are maximizing its capabilities.
* Develop strategies to increase daily active users and long-term retention.
* Answer any feature-related questions,
Encourage Customer Feedback & Advocate for Users
* Listen to customer feedback and document recurring pain points.
* Work with engaged users to collect testimonials and success stories.
* Share insights with the team to continuously improve product adoption and user experience.
Log and Document Issues in Jira for Engineering
* Create Jira bug tickets when users report platform issues or when internal testing reveals bugs.
* Ensure each issue is fully documented with steps to reproduce, screenshots, and expected vs. actual behavior.
* Follow up with engineers to track bug resolution and update customers accordingly.
Update & Maintain Knowledge Base Documentation Weekly
* Regularly maintain,create and update knowledge base articles to improve customer self-service.
* Document common issues, FAQs, and best practices for internal and external reference.
* Work with the team to ensure all support materials remain accurate and up to date.
* Publish or update at least five articles each week to keep the knowledge base up-to-date, comprehensive, relevant, and user-friendly.
Customer Training & Educational Content Development
* Create a minimum of two customer training videos per week covering onboarding, product features, troubleshooting, and best practices.
* Update existing videos whenever new features or platform enhancements are released.
* Work closely with product and engineering teams to ensure training content remains accurate and current.
* Monitor customer questions and support trends to identify opportunities for additional training content.
Customer Email Marketing & Engagement Campaigns
* Create and distribute a minimum of two customer email campaigns per week.
* Create feature adoption campaigns that increase platform usage.
* Write product update announcements and release communications.
* Develop customer success stories and educational email content.
* Analyze customer feedback and engagement metrics to improve future communications.
* Collaborate with leadership to ensure messaging aligns with company goals and customer needs.
Proactively Call Non-Active Users for Training
* Make a minimum of 25 outbound calls per day to schedule training sessions with inactive users.
* Schedule 5 training sessions per week with our Customer Success Manager.
* Reach out to new users and inactive customers daily to offe