Customer Support Specialist

Join the founding South Africa team supporting Faria Education Group

Woodstock, Cape Town | Competitive Salary | \ Permanent

Be part of something from day one.

Sigma Connected are partnering with Faria Education Group, a global leader in education technology, to launch a brand-new dedicated support hub in South Africa. We're looking for ambitious, customer-focused individuals to become part of the founding SA team, helping to establish and shape this exciting new operation from the very beginning.

As one of the first Customer Support Specialists in the team, you'll play an important role in delivering world-class support and training to international schools across the globe while helping build the foundations for future growth in the region. On a personal level, you will be perfectly positioned to take a step into promotional roles, which are planned in the not-too-distant future!

What you’ll learn in the first 30–45 days

• Product knowledge, including the hows and whys of using OpenApply or ManageBac+.
• The nuts and bolts of Faria’s education technology platforms as SaaS products.
• The role of support and why excellent customer experiences matter.
• The context and workflows of international schools and how best to support them.
• Faria’s support standards, habits, routines and implementation processes.
• Sigma Connected’s approach to representing clients with professionalism, empathy and ownership.

What you'll be doing

Delivering exceptional customer support: You'll be the trusted point of contact for schools, helping users resolve queries quickly, confidently and professionally.

Responsibilities include:

• Run email and telephone support operations, responding to support tickets from teachers, school administrators and other school users.
• Provide phone and call coverage during South Africa Standard Time support hours.
• Ensure quality of service, including response times, resolution standards and customer satisfaction, is maintained at a high level.
• Make customers feel supported, particularly when dealing with urgent, complex or time-sensitive queries.
• Build strong product knowledge across OpenApply or ManageBac+ and develop fluency in internal systems and tools.
• Shadow experienced team members, support live cases and follow agreed escalation routes.
• Provide QA testing for new feature deployments.
• Maintain and improve help centre content, tutorials and internal documentation.
• Act as a trusted advisor to school administrators, guiding them through best practice rather than only resolving individual issues.
• Relay product feedback, bugs and feature requests from schools to Faria’s Product teams.

Delivering customer training: You'll also help customers maximise the value of their platforms through engaging and informative training.

This includes:

• Deliver high-quality online training sessions tailored to customer needs, including one-to-one sessions, group sessions and webinars.
• Support customer onboarding activities with increasing autonomy as product knowledge develops.
• Update relevant internal systems with training notes, customer contact and follow-up actions.
• Follow up with customers to support adoption and offer further guidance where needed.
• Occasionally support onsite training, conferences, workshops or events where business needs require travel.

A typical week could include

• Supporting 100–200 customer tickets and emails.
• Speaking with 10–15 schools by phone.
• Delivering multiple online training sessions.
• Creating new support resources, guides or tutorials.
• Collaborating with product teams to improve customer experiences.
• Helping schools get the very best from their technology solutions.

Our service commitment to Faria schools includes global email support Monday to Friday, frequent telephone coverage, occasional weekend and holiday cover, online training, resource creation and close collaboration with product and support teams. You will primarily support customers during South Africa Standard Time hours, aligned to UK/EMEA regional coverage.

What we're looking for

We're interested in people who bring energy, curiosity and a genuine passion for helping others.

You'll be a great fit if you have:

• At least 2 years’ experience in customer support, customer service, technical support, implementation, customer success, account management, training or a similar SaaS or EdTech role.
• Excellent verbal and written English communication skills.
• High-energy, outgoing and customer-focused.
• Fast learner and confident problem solver.
• Detail-oriented, dependable and committed to following things through to completion.
• Clear and engaging presentation skills.
• Interest in EdTech and a desire to make life better for schools, families and educators.
• Comfort with basic technical troubleshooting, including account setup, integrations, browser issues and cache-related queries.
• Eagerness, ambition and a competitive attitude to achieve.
• Ability to work autonomously while collaborating with colleagues, client stakeholders and global teams.
• Right to work in South Africa.

And extra bonus points if you have Arabic language skills as this is advantageous, particularly for ManageBac+ support.

There may be a requirement depending on the opportunity for occasional international travel, though this may vary depending on business and regional needs. Candidates must hold, or be willing to obtain, a valid passport.

What’s in it for you?

• Competitive Salary
• Location: Woodstock, South Africa
• Contract: Permanent
• Schedule: 40 hours per week, based on 8-hour workdays with a 1-hour lunch break, 5 days per week.
• Weekend cover: Approximately 1 weekend shift every 5–6 weeks.
• Holiday cover: Occasional national holiday cover may be required during peak periods.

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