Customer Support & Training Specialist (SaaS) | 60712075569

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

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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.

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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 offer training and help them get started. 

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What We’re Looking For

• Experience: 5+ years in customer support, SaaS onboarding, or technical support.
• Communication: Strong verbal and written skills with a customer-first approach.
• Tech-Savvy: Ability to troubleshoot software issues and provide clear guidance.
• Proactive Mindset: Comfortable making outbound calls and re-engaging inactive users.
• Detail-Oriented: Capable of documenting processes and tracking recurring issues.
• Problem-Solving Skills: Able to research solutions and provide practical alternatives.
• Experience with Jira: Ability to create well-documented bug reports for engineering teams.

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To move forward successfully share the following to Sammy@somewhere.com :

• A short cover letter:

1.  Explaining why you would be a strong fit for the role. Use this as an opportunity to pitch yourself directly to the client by highlighting your relevant experience, achievements, and motivation for applying.
2. Include the reasons for leaving your last 3 roles and share your long-term career plans. We value long-term commitment and want to ensure a stable, mutually beneficial working relationship going forward.
3. Have you worked in SaaS environments and do you have direct Jira experience?

• What is your current and expected monthly salary in USD?
• What is your notice period ?
• An updated CV. Ensure it highlights your key skills and experience you have relevant to the role.
• A video introduction link where you introduce yourself and summarize your experience and key achievements. You don’t need to mention the specific role you are applying for—keep it general by highlighting your background, expertise, and what you can bring to your next role. Use Google Drive and ensure that the link is unrestricted, viewable by anyone with the link and does not expire. Ensure your full name or contact details are not visible on this public link.

Tips for a professional, well-presented video:

• Record in a quiet, well-lit space 
• Dress professionally, as you would for an interview.
• Do not read from a script 
• Ensure your device is fixed and stable
• Here are some examples should you need it: https://www.youtube.com/@somewheredotcom/shorts