🇿🇦 Hirezar Summary for South African Applicants

This fully remote full time position at Somewhere is open to applicants from South Africa. The estimated monthly salary is R33,300 – R37,000 ZAR. 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

Position : Head of Customer Delight

Work Hours (Client) : 8:00 AM – 5:00 PM EST

Holidays : TBD

Pay Range : USD 1,800 - 2,000/month (varies based on skill set and experience level)

Location of Search : South Africa / Latin America

Work Location : REMOTE

Type of Contract : Independent Contractor

Company/Client Overview:

Client is a brand platform focused on acquiring, scaling, and revitalizing high-potential consumer brands in the U.S. market. The organization operates with a hands-on, operationally driven approach, aiming to build a diversified portfolio of performance-focused direct-to-consumer brands.

The team values ownership, attention to detail, and long-term brand building. Customer experience is viewed as a core driver of brand loyalty and sustainable growth.

Duties and Responsibilities:Day-to-Day Support
* Handle customer inquiries across email, SMS, and phone channels
* Serve as the escalation point for complex or high-sensitivity cases
* Maintain high standards for response quality, tone, and resolution

Team Management
* Manage and develop a team of Customer Experience (CX) agents across multiple brands
* Set clear performance expectations and provide continuous coaching
* Conduct regular quality assurance reviews with structured, actionable feedback
* Oversee scheduling, coverage, and capacity planning

Operations and Performance
* Own and monitor key CX metrics (response time, resolution rate, CSAT, etc.)
* Build and optimize macros, scripts, and support processes
* Identify recurring customer issues and coordinate with Brand Managers on root cause resolution
* Evaluate and implement tools, including AI-assisted support solutions, to improve efficiency and quality

Cross-Brand Collaboration
* Partner with Brand Managers to align on brand voice, product updates, and customer sentiment
* Translate customer insights into actionable business improvements
* Represent the voice of the customer in operational discussions
Minimum Requirements:

Language Requirement:Excellent English communication skills (5/5), written and verbal, including phone support

Education:Bachelor’s Degree (ideally)

Experience:
* 3+ years of related experience in Customer Experience / Customer Support
* Proven experience as a CX agent and later as a CX team lead or manager
* Demonstrated success in tracking and improving CX performance metrics
* Experience implementing quality assurance processes
* Familiarity with Gorgias or similar helpdesk platforms
* Experience with AI-assisted support tools
* Experience managing remote teams
Industry:Direct-to-Consumer (DTC), eCommerce, Consumer Brands

Tips for South African Applicants

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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.

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Salary in Context

At R33,300/month, this role is competitive with the average South African remote salary. The USD equivalent ($1,800/mo) benefits from the favourable exchange rate.

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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.

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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 618 open positions on Hirezar. View all Somewhere jobs →