Customer Support / Account Management Representative
About the role and the company hiring.
Customer Support / Account Management Representative
Location: Remote (based in South Africa), supporting EU business hours
Employment Type: Full-time
Department: Customer Support / Account Management
Compensation: R11,000 / month (ZAR)
About Kleesto
Kleesto is a cloud-based booking automation platform for the travel and tourism industry. We help tour operators, transfer operators, sailing/yacht charter companies, travel agencies, and destination management companies (DMCs) move away from manual operations and booking chaos — with an all-in-one system covering booking engine, back office, channel management, operations, payments, and CRM. We’re a small, fast-moving team that cares about doing right by our customers — and that starts with the support experience.
About the Role
We’re hiring a mid-level Customer Support / Account Management Representative to join our team full-time, remote. You’ll be based in South Africa but working EU business hours, supporting our customers across Europe. You’ll wear two hats: the primary point of contact for tour operators, transfer operators, charter companies, travel agencies, and DMCs reaching out via email/ticketing and live chat, and the ongoing relationship owner for a portfolio of accounts — checking in proactively, tracking account health, and making sure customers keep getting value from the platform. This is a great fit for someone with a few years of support or account management experience who wants ownership over the customer relationship, not just the ticket queue, at a growing company.
What You’ll Do
Respond to customer inquiries via our ticketing system (Zendesk/Intercom/Freshdesk-style) and live chat in a timely, accurate, and friendly manner
Troubleshoot product issues, reproduce bugs, and either resolve them directly or escalate clearly to engineering/product with the right context
Maintain and hit response-time and resolution-time SLAs across all channels
Identify patterns in customer questions and feed them back to product, engineering, and documentation teams
Keep our help center / knowledge base articles accurate and up to date
Handle account, billing, and onboarding questions — including booking engine, channel manager, and payment/CRM module issues — professionally and empathetically
Track and report on support metrics (volume, CSAT, response/resolution times)
Collaborate with the team on process improvements to reduce repeat issues and ticket volume
Own an ongoing relationship with a portfolio of accounts — proactive check-ins, onboarding follow-up, and monitoring account health beyond individual tickets
Spot churn risk or underused features early and work with the team to keep accounts healthy and renewing
Flag upsell, cross-sell, or expansion opportunities to the sales/success team based on account usage and conversations
What We’re Looking For
2–4 years of experience in a customer support, customer success, account management, or help desk role, ideally for a SaaS or software product
Proven experience with email/ticketing tools (Zendesk, Intercom, Freshdesk, or similar) and live chat platforms
Perfectly fluent in English — speaking, writing, and comprehension — with clear, warm, and precise communication
Strong troubleshooting instincts and comfort working with technical products
Ability to work independently in a remote environment, manage your own queue, and hit SLAs without close supervision
Empathy, patience, and a genuine interest in solving problems for people
A quick learner who can pick up new product modules and workflows fast, and get comfortable with a fairly complex platform without hand-holding
Comfortable building and maintaining relationships with customers over time, not just resolving one-off tickets
Based in South Africa, with a stable internet connection suitable for remote work
Able and willing to work EU business hours (roughly CET/CEST core hours) to align with our European customer base
Nice to Have
Experience supporting a B2B SaaS product, especially in travel, tourism, or hospitality tech
Experience contributing to or maintaining a help center/knowledge base
A second European language (e.g., German, French, Dutch, Spanish) relevant to Kleesto’s customer base
What We Offer
Full-time, 100% remote position
Starting salary: R11,000/month
Performance bonus
This is a direct company role. Apply with a short statement and resume. HireSava does not charge applicants or sit in the middle of your application.
How to apply
Hit Apply now. You will be asked for a short application statement, your resume, and answers to any screening questions the employer added for this role.