Customer Support Coordinator

Cape Town or Johannesburg-Based | Scale-Up | Full-time Role | Operations Machine | Hiring Manager: Busisiwe Mashele

Jem is hiring a Customer Support Coordinator to own the day-to-day customer experience.

Jem is a fast-growing HR tech scale-up building payroll, HR and benefits tools for frontline teams. We currently support just under 200,000 frontline employees across South Africa.

You'll sit between our customers, operations and product teams, making sure every interaction with Jem is fast, clear and genuinely helpful. This is a great entry point into startup life with real room to grow into operations, marketing or product.

⭐️ Your Mission

• Be the first point of contact for our customers and resolve their questions across phone, email and chat.
• Keep response and resolution times tight while the customer base scales.
• Feed what you learn from customers back into product and operations so the experience keeps improving.
  
  

⭐️ What Success Looks Like

• You meet or beat response time and resolution time targets every week.
• Customers leave interactions clear on the answer and confident their issue is sorted.
• Procedural guides stay current because you update them as processes change.
• You surface recurring customer issues to the product and ops teams, not just close tickets.
• Payments, recons and invoices you touch are accurate and on time.
  
  

⭐️ What You'll Do

Customer service:

• Respond to customer queries and concerns across phone, email and chat with accurate, helpful answers. Service hours are Monday to Friday 08:00 to 17:00 and some Saturdays.
• Follow up to confirm issues are fully resolved to the customer's satisfaction.
  

Operations and process:

• Prioritise and manage a queue of customer inquiries efficiently.
• Improve efficiency and keep procedural guides up to date.
• Handle payments, reconcile invoices and collect testimonials.

Product and research:

• Collaborate with the product team on customer interviews and surveys.
  
  

⭐️ You'll Thrive Here If You

• Communicate clearly and professionally, in writing and on the phone.
• Stay calm and organised under a busy queue.
• Have an affinity for data and are comfortable working in Google Sheets or Excel.
• Look for ways to improve a process rather than just follow it.
• Are fluent in English and at least one other South African language.
• Care whether the customer is actually helped, not just whether the ticket is closed.
  
  

⭐️ Requirements

Minimum:

• A bachelor's degree from an accredited institution and a strong academic record.
• A demonstrated ability to improve processes.
• Fluent in English plus one other South African language.
• An affinity for working with data and some experience using Google Sheets or Excel.
• Experience with Freshchat and Euphoria.

Nice to have:

• A postgraduate degree from an accredited institution.
• Experience in a customer-facing role.
• Experience working with digital products.
• Experience supervising people.
• Experience in a startup environment.
• Experience with WhatsApp for Business.
• Experience working with a ticketing system.
• Experience with recons and invoicing.
• A reliable internet connection (fibre 10MB, uncapped) and a conducive work from home set-up.
  
  

⭐️ What You Can Expect From Us

• Hybrid work environment with a 3-day office policy in our newly renovated Cape Town or Johannesburg office.
• Competitive salary (R12,000 to R14,000 monthly base salary depending on experience and fit).
• Great benefits (lunch 4 times a week, medical aid contribution, retirement annuity contribution, etc.) and 22 days of annual leave.
• Real growth potential. Do this well and there's a clear path into operations, marketing or product.

We respond to all applications. You can expect feedback on your application, even if we decide not to move forward.

To learn more about what Jem looks for beyond the CV, please check out our People Notes on the Jem Ideal Employee Profile here

When our customers thrive, thousands of South African employees get access to the benefits and security they deserve. If you're ready to help build the future of how companies care for their people, we'd love to have you apply.