Hiring Now | Customer Support & Training Specialist | Work From Home – South Africa | Full-Time Remote Position Available
A fast-growing US-based SaaS company transforming how franchise systems and restoration companies manage accounts receivable and collections is urgently hiring a Customer Support & Training Specialist for a fully remote, full-time role open to candidates across South Africa. If you have 5+ years of SaaS support or technical support experience and are looking for a stable, long-term remote position earning in US Dollars, this is your opportunity to join an innovative platform company with real market traction and genuine growth momentum.
💻 Don’t miss this opportunity — vacancies are filling fast. Apply today.
Customer Support & Training Specialist Job Overview
| Detail | Information |
|---|---|
| Job Title | Customer Support & Training Specialist (SaaS) |
| Job ID | 19719 |
| Industry | SaaS / Customer Support / Training & Onboarding / Accounts Receivable Technology |
| Job Type | Full-Time, Long-Term, Ongoing Independent Contractor |
| Base Pay | $1 200 – $1 500 per month (commensurate with experience, at client’s discretion) |
| Work Setup | Fully Remote — Open to candidates in South Africa |
| Working Hours | Monday–Friday, 06:00–15:00 PST (minimum 40 hours per week) |
| Equipment | Contractor supplies own computer, reliable internet, and headset |
| Experience Required | 5+ Years in Customer Support, SaaS Onboarding, or Technical Support |
| Application Status | ✅ Open – Accepting Applications Now |
About the Role
This Customer Support & Training Specialist position is a fully remote, full-time independent contractor opportunity with a fast-growing SaaS company that is actively solving one of the most painful problems in the restoration and franchise industry — slow, manual, disconnected accounts receivable management. The platform combines automated collections workflows, integrated payment systems, centralised reporting, and real-time AR visibility across entire multi-location organisations. Customers are already paying for the product and the demand is real.
In this role, you will provide prompt chat, email, and phone support to customers, troubleshoot platform issues and log them in Jira, proactively reach out to inactive users to offer training, create a minimum of two training videos per week, maintain and update knowledge base articles weekly, and develop and distribute customer email campaigns to drive feature adoption and engagement. You will also make a minimum of 25 outbound calls per day to schedule training sessions with inactive users — placing this role firmly at the intersection of technical support, customer success, and content creation.
This is a high-output, multi-faceted role best suited to a self-motivated, tech-savvy professional who is genuinely energised by helping customers succeed, comfortable working independently during US PST business hours, and experienced with tools like Jira, Google Workspace, and SaaS platform environments.
⚠️ Please note: This is an independent contractor position. Candidates must supply their own computer, a reliably stable internet connection, and a headset. Connectivity must be consistent throughout all working hours.
⚠️ Application requirement: A video introduction, cover letter, and updated CV are all required to be considered. Full submission instructions are listed in the How to Apply section below.
Key Responsibilities of a Customer Support & Training Specialist
Chat, Email & Phone Customer Support
- Provide prompt, clear, and solution-focused responses to customer enquiries via chat, email, and phone.
- Troubleshoot technical issues and document them accurately on a Jira ticket.
- Proactively monitor customer engagement and reach out to at-risk users to reduce churn.
- Escalate critical platform issues to the development team and follow up until resolution is confirmed.
- Uphold a high standard of service to maximise customer satisfaction in every interaction.
Platform Adoption & User Training
- Provide training and step-by-step guidance to help users navigate and maximise the platform’s capabilities.
- Identify opportunities to expand platform usage and develop strategies to increase daily active users and long-term retention.
- Answer feature-related questions thoroughly and translate technical functionality into clear, accessible guidance.
- Schedule five training sessions per week with the Customer Success Manager for inactive users.
Outbound Calls & Re-Engagement
- Make a minimum of 25 outbound calls per day to schedule training sessions with inactive users.
- Reach out to new and inactive customers daily to offer training and assistance getting started on the platform.
- Apply a proactive, customer-first approach to re-engaging lapsed users and restoring platform activity.
- Maintain accurate records of all outbound call activity and outcomes.
Training Video & Content Creation
- Create a minimum of two customer training videos per week covering onboarding, product features, troubleshooting, and best practices.
- Update existing videos whenever new platform features or enhancements are released.
- Work closely with product and engineering teams to ensure all training content is accurate and current.
- Monitor customer questions and support trends to identify opportunities for new training content.
Knowledge Base Management
- Publish or update at least five knowledge base articles per week to keep self-service resources comprehensive, accurate, and user-friendly.
- Document common issues, FAQs, and best practices for both internal and external reference.
- Ensure all support materials remain aligned with the latest platform version and team communications.
Customer Email Campaigns & Engagement
- Create and distribute a minimum of two customer email campaigns per week covering feature adoption, product updates, and customer success stories.
- Write release communications and product update announcements that clearly convey value to customers.
- Analyse customer feedback and engagement metrics to improve future campaign performance.
- Collaborate with leadership to ensure all messaging aligns with company goals and customer needs.
Jira Bug Reporting & Issue Documentation
- Create Jira bug tickets when users report platform issues or internal testing reveals bugs.
- Ensure each ticket is fully documented with steps to reproduce, screenshots, and expected vs. actual behaviour.
- Follow up with engineers to track bug resolution and keep customers updated on progress.
- Maintain a disciplined, detail-oriented approach to all technical issue documentation.
Minimum Requirements – Customer Support & Training Specialist
Experience:
- 5+ years of experience in customer support, SaaS onboarding, or technical support (essential)
- Direct experience in a SaaS environment (essential)
- Experience working with Jira for bug reporting and issue tracking (essential)
Technical Skills:
- Proficiency in Google Workspace
- Ability to troubleshoot software issues and communicate solutions clearly to non-technical users
- Experience creating training videos and knowledge base documentation
- Experience with customer email marketing and engagement campaigns
Communication Skills:
- Strong verbal and written communication skills with a customer-first approach
- Excellent phone etiquette and confidence making high-volume outbound calls
Personal Attributes:
- Proactive mindset — comfortable with outbound calling and re-engaging inactive users
- Detail-oriented — capable of documenting processes and tracking recurring issues accurately
- Strong problem-solving skills — able to research solutions and provide practical alternatives
- Self-motivated and able to work independently during US business hours
Equipment Requirements:
- Own computer (contractor-supplied)
- Reliable internet — must be stable and consistent throughout all working hours
- Headset (contractor-supplied)
Core Values We Look For in a Customer Support & Training Specialist
✅ Customer-First Problem Solving
Every support interaction, training session, and outbound call is an opportunity to help a real customer succeed with a product that solves a real business problem. We value specialists who approach every enquiry with genuine curiosity and commitment — troubleshooting thoroughly, communicating clearly, and never closing a ticket until the customer is genuinely unblocked.
✅ Proactivity & Re-Engagement Drive
Waiting for customers to complain about problems or drift away from the platform is not an option. With 25 outbound calls per day and daily re-engagement outreach as part of the role, we value specialists who are energised by proactive contact — picking up the phone, initiating conversations, and turning inactive users into active, engaged ones.
✅ Content Quality & Documentation Discipline
Five knowledge base articles per week, two training videos per week, two email campaigns per week — this role demands a consistent, high-output approach to content creation. We value specialists who plan their content calendar proactively, write clearly and accurately, and maintain a knowledge base that genuinely empowers customers to self-serve with confidence.
✅ Technical Rigour & Jira Accountability
A poorly documented bug ticket helps no one. We value specialists who log every issue with precision — clear reproduction steps, relevant screenshots, and expected vs. actual behaviour — and who follow through with engineering until every customer-facing issue is fully resolved and the customer has been updated.
✅ Long-Term Commitment & Stability
This is a long-term, ongoing contractor role with a growing company that invests in the people who support its customers. We value specialists who approach this opportunity with a genuine commitment to growing with the business — not just filling a seat, but building expertise, relationships, and a meaningful career contribution over time.
Career Growth Opportunities in SaaS Customer Success & Support
Starting as a Customer Support & Training Specialist with a growing SaaS company is a powerful foundation for a long-term international tech career. For motivated individuals, progression is clear:
- Customer Support & Training Specialist → Senior Customer Success Specialist
- Senior Customer Success Specialist → Customer Success Manager
- Customer Success Manager → Head of Customer Success
- Head of Customer Success → VP of Customer Experience / Chief Customer Officer
Your career path is in your hands.
Frequently Asked Questions – Customer Support & Training Specialist Jobs
What is the base salary for this role? The base pay is $1 200 to $1 500 per month, commensurate with experience and at the client’s final discretion. Compensation is paid in US Dollars as an independent contractor arrangement. Your current and expected monthly salary in USD must be included in your application.
What are the working hours? The role requires a minimum of 40 hours per week, working Monday to Friday from 06:00 to 15:00 PST. Candidates must be able to commit to these US Pacific Standard Time hours consistently from their South African home office.
Is Jira experience required? Yes. Direct Jira experience is required for this role. You will be creating, managing, and following up on bug tickets daily. Your cover letter must specifically address whether you have worked in SaaS environments and whether you have direct Jira experience.
What equipment do I need to supply? Candidates must supply their own computer, a reliably stable internet connection (which must be consistent at all times), and a headset. Connectivity issues that affect availability or call quality are not acceptable in this role.
What does the application process require? The application requires three components — a cover letter addressing specific questions (including reasons for leaving your last 3 roles, SaaS and Jira experience, expected USD salary, and notice period), an updated CV, and a video introduction recorded professionally, uploaded to Google Drive with unrestricted viewing access. Full submission details are in the How to Apply section below.
What is the notice period and long-term commitment expectation? Your current notice period must be stated in your application. This is a long-term, ongoing role and the client values stability — candidates should be prepared to demonstrate genuine long-term career commitment and explain their motivation for this specific opportunity in their cover letter.
How to Apply for This Customer Support & Training Specialist Job
Ready to take your SaaS support career remote and earn in US Dollars? Applications are open now. Reference Job ID 19719 in all correspondence.
To be considered, submit all three of the following to Sammy@somewhere.com:
1. Cover Letter — address all of the following:
- Why you are a strong fit for this role and your relevant experience and achievements
- Reasons for leaving your last 3 roles and your long-term career plans
- Whether you have worked in SaaS environments and have direct Jira experience
- Your current and expected monthly salary in USD
- Your notice period
2. Updated CV — highlighting key skills and experience relevant to the role.
3. Video Introduction — a self-introduction summarising your experience and key achievements (do not mention the specific role). Record professionally in a quiet, well-lit space, dress for an interview, do not read from a script, and ensure your device is fixed and stable. Upload to Google Drive with an unrestricted link viewable by anyone that does not expire. Ensure your full name and contact details are not visible on the public link.
📞 For video examples: youtube.com/@somewheredotcom/shorts
⚠️ All three components — cover letter, CV, and video introduction — are required. Incomplete applications will not be considered.
⚠️ Candidates must supply their own computer, reliably stable internet, and headset. This is an independent contractor position.
⚠️ Working hours are Monday–Friday, 06:00–15:00 PST. Candidates must be available and committed to these hours.
Apply early — vacancies are filling fast.
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