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Cape Town, Western Cape, South Africa
Remote only
Join Hire Hangar and work with fast-growing global companies while building a long-term career.
Location: Remote
Time Zone: EST (Working Hours: 8:00 AM – 4:00 PM EST)
We are seeking a Customer Support Specialist to deliver high-quality customer support using AI-assisted tools to improve response time, accuracy, and customer satisfaction. This role supports customers through digital channels and leverages AI to streamline workflows while maintaining a human, customer-first approach.
Provide timely and professional customer support via email, chat, and ticketing systems
Use AI-assisted tools to draft, summarize, and optimize customer responses
Resolve order, product, and account-related inquiries efficiently
Escalate complex issues and collaborate with internal teams as needed
Maintain accurate support records and ticket documentation
Follow support workflows, SLAs, and quality standards
Contribute to improving AI prompts, macros, and support processes
Hands-on experience in customer support or customer service roles
Experience using AI tools to assist with customer communication or workflow efficiency
Prior experience working remotely is mandatory, including fluency with remote collaboration tools such as Slack, Zoom, Google Workspace, Asana (or similar), and experience working with US or UK-based companies; applications without this experience will not be considered
Strong written communication skills and attention to detail
Ability to work fixed hours aligned to EST (8:00 AM – 4:00 PM)
Experience supporting e-commerce or digital-first businesses
Familiarity with ticketing systems and support KPIs
Experience contributing to knowledge bases or help centers
Support Platforms: Zendesk, Gorgias, Freshdesk, or similar
AI Tools: ChatGPT, AI-powered macros, or similar
Collaboration: Slack, Zoom, Google Workspace
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