Jobs Zimbabwe

Remote Customer Success Assistant (Entry-level Employee)

Job Title	Remote Customer Success Assistant (Entry-level Employee)
Employer	Trellisoft SaaS
Adress: Country	Zimbabwe
Address: City	Greendale
Work type	Remote
Expected Salary	36709 ZWG
Posting Date	Tue Jun 10 2025
End Date	Mon Jun 23 2025

Description:

We’re looking for a customer-focused and empathetic Customer Support Representative to join our remote team and assist customers with their needs. You’ll be responsible for responding to customer inquiries via phone, email, and live chat, ensuring timely and accurate resolutions. You’ll assist customers with a variety of issues, including troubleshooting, billing, and product inquiries, ensuring they receive top-notch support. You’ll resolve customer complaints, ensuring that each issue is addressed professionally and to the customer’s satisfaction. You’ll manage customer expectations by providing clear, concise, and helpful responses across multiple communication channels. You’ll work closely with the team to escalate complex issues, ensuring customers receive timely solutions. You’ll ensure customer satisfaction by providing thorough follow-ups and ensuring issues are fully resolved. You’ll assist with order processing, including tracking shipments, handling returns, and facilitating exchanges or refunds.

Basic Qualifications:

• Follow company guidelines while still sounding human—no robotic replies, just real conversations with care and clarity.
• Track tickets using helpdesk software like Zendesk, Freshdesk, or Intercom—keeping communication organized and timely.
• Help users troubleshoot common issues, walk them through steps, and escalate more complex problems to the right team.
• Collaborate with other teams (tech, billing, operations) to get answers or solutions for customer needs quickly.
• Balance speed and quality—respond quickly, but not at the expense of a helpful, complete answer.

Preferred:

• Can draft help articles, canned responses, or FAQs based on recurring questions.
• Background or strong interest in customer success, communication, or digital tools.
• Excited to represent the company and its values through every interaction.
• Wants to grow into roles like Customer Success Manager, QA Specialist, or Support Lead.
• Willing to participate in feedback loops to improve processes and support quality.

Benefits:

• Your suggestions can shape how we support customers going forward.
• We respect your boundaries — off-time is off, and mental health matters here.
• We provide helpful macros, FAQs, and tools — but your tone and judgment make the real difference.
• You’ll work with product and engineering — your feedback improves what we build.
• We celebrate empathy, patience, and clarity — not just response speed.

You’ll assist with processing orders, including returns, exchanges, and refunds, ensuring accuracy in all transactions. You’ll help customers with order-related issues, ensuring that orders are processed and shipped correctly. You’ll work with other teams to ensure that all customer feedback is incorporated into product and service improvements. You’ll assist with onboarding new customers, answering their questions, and ensuring they have the necessary resources to succeed. You’ll work in a fast-paced environment, handling a high volume of customer requests while maintaining professionalism and accuracy. You’ll track and report customer issues and feedback to improve our service processes and product offerings. This remote role offers flexibility, allowing you to work from anywhere while providing outstanding support to our customer base. If you’re passionate about helping others, solving problems, and working in a collaborative team, we’d love to have you join us.