SA Customer Success Associate

Location: Office-based in Mpumalanga (Mbombela/Nelspruit), South Africa. Morning, afternoon, and night shifts are required.

Company

hirify.global operates products and services in the online gaming and sports betting sector.

What you will do

• Resolve customer queries across phone, chat, email, and social media, aiming for first-time or first-call resolution.
• Record, manage, escalate, and follow up on customer issues through the service desk.
• Guide customers through troubleshooting and self-service knowledge base solutions.
• Manage multiple open cases while maintaining professional and empathetic communication.
• Follow company procedures, SLAs, KPIs, and escalation standards when coordinating with internal teams and customers.
• Educate customers about products and services and represent the brand in customer interactions.

Requirements

• At least 3 years of customer support experience.
• Experience in online gaming, particularly sports betting.
• Strong verbal and written communication, troubleshooting, diagnostic, and problem-solving skills.
• Knowledge of customer support service desks such as Freshdesk, Jira, or Zendesk, as well as social media platforms.
• Ability to work collaboratively, follow strict processes, and perform effectively in a fast-paced, high-pressure environment.
• Must be based and available to work from the office in Mpumalanga (Nelspruit). Employment is subject to legally required background checks.

Culture & Benefits

• Shift-based work covering morning, afternoon, and night schedules.
• Team-oriented environment with a focus on customer satisfaction and brand representation.
• Work guided by defined SLAs, KPIs, processes, and performance standards.
• Applications are reviewed by a team member, with an expected response within 48 hours.