Technical Customer Success Representative (Zapier & AI Automations)

Cape Town, Western Cape
Permanent
Full-time

16 days ago

Technical Customer Success Representative (Zapier & AI Automations)Location: Remote (South Africa strongly preferred)
Compensation:

South Africa: $1,600 – $1,900 USD/month

Schedule: Full-time | 40 hours/week | U.S. hours alignment requiredAbout the CompanyOur client is a growing SaaS company helping businesses design and run scalable referral marketing programs. Our mission is to make referral marketing measurable, impactful, and simple to implement.As a Technical Customer Success Representative, you’ll play a critical role in ensuring customers not only launch successfully but also continue to grow and thrive with our platform.About the RoleThis role goes beyond traditional support — it’s part technical problem-solver, part strategic advisor, and part customer advocate. You’ll shadow senior team members during onboarding, then take ownership of guiding customers through complex integrations, campaign setup, and ongoing optimization.Expect to work hands-on with Zapier, APIs, CRM tools (HubSpot, Salesforce, Housecall Pro), and even WordPress landing page configurations. Attention to detail, logical thinking, and the ability to solve problems in real-time are essential.Key Responsibilities

Lead and support onboarding sessions for new customers, ensuring smooth setup and confidence in using the platform.

Handle technical integrations including Zapier workflows, CRM connections, and API/webhook troubleshooting.

Assist with reward structure setup and campaign configurations.

Support light technical tasks such as managing access credentials and WordPress landing page updates.

Provide customer support through email, chat, and live calls — always clear, empathetic, and professional.

Proactively monitor customer accounts, anticipate challenges, and take action to prevent churn.

Collaborate closely with Account Managers, Product, and Engineering to relay customer insights and advocate improvements.

Create and maintain customer-facing resources such as FAQs, video tutorials, and onboarding guides.

What We’re Looking For

4+ years in a SaaS customer-facing role (background of Digital Marketing, Customer Success, Technical Account Management or CRM spaces).

Strong technical background: confident with APIs, webhooks, Zapier (highly recommended , or similar), CRMs, and workflow automation.

Experience with tools like HubSpot, Salesforce, Housecall Pro, and Figma a strong plus.

Comfort with WordPress landing page setup and troubleshooting.

Excellent written and spoken English — clear, polished, and persuasive.

Confident on camera — able to lead onboarding sessions and explain complex concepts simply.

Exceptional attention to detail, logical thinker, and strong problem-solving mindset.

Ability to work U.S. hours in a fast-paced, high-growth environment.
Nice to have - coding experience

Success Metrics

Smooth and timely customer onboarding completion

High CSAT/NPS scores from technical support interactions

Reduced churn through proactive account engagement

Strong adoption of integrations and workflows (Zapier/CRM/WordPress)

Consistently clear, professional, and solution-focused communication

1st interview - 50/50 technical and conversational2nd step - assessment to be provided by client (Zapier aptitude)Final interview with client and a colleague

Somewhere

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