• Run the Zendesk queue w/ the rest of the support team • Host a few "get unstuck" Zoom calls per week (~30 min each) • Record short Loom walkthroughs for trickier workflows • Write & update help center articles based on the patterns you're seeing • Debug frontend behavior in browser dev tools (console, network tab, DOM inspection) • Trace API failures across our integrations (Stripe, webhooks, custom domains, email providers, OAuth flows) • Write Linear bug reports clean enough that engineering can act on them w/o ten clarifying questions

• Respond to customer inquiries via phone and email, delivering timely, professional, and accurate support. • Independently resolve a wide range of customer issues while escalating complex or high-risk cases when appropriate. • Manage and resolve escalated customer concerns, ensuring a positive and professional experience. • Conduct follow-ups with customers to confirm issues are fully resolved. • Document customer interactions, trip updates, and resolutions within CharterUP’s proprietary systems. • Monitor active trips in real time, identifying and addressing potential disruptions such as delays, route changes, or driver issues. • Serve as a primary operational contact for drivers, customers, and internal teams during live trips. • Assess situations quickly and coordinate solutions to minimize service disruptions. • Provide clear and timely updates to customers, drivers, and internal stakeholders. • Partner closely with internal teams including operations, logistics, and account management to resolve service issues. • Coordinate with drivers and transportation partners to ensure trips run smoothly. • Communicate effectively across multiple stakeholders to maintain high service standards. • Identify recurring customer issues and provide feedback that helps improve processes and service delivery. • Share knowledge and best practices with newer team members when needed. • Contribute feedback on operational tools, workflows, and documentation.

Role Description We are seeking a professional Virtual Receptionist & Customer Support to join our remote team. In this role, you will handle inbound calls, schedule appointments, manage data using cloud-based systems, and ensure smooth client interactions with accurate record-keeping. PLEASE NOTE: - Working Hours: - Monday – Thursday: 9:00 AM – 6:00 PM EST (3:00 PM – 00:00 AM SAST) - Friday: 9:00 AM – 1:00 PM EST (3:00 PM – 7:00 PM SAST) - Sunday: 9:00 AM – 1:00 PM EST (3:00 PM – 7:00 PM SAST) (Hours subject to change depending on daylight savings.) - Public Holidays: This role requires working on both South African and U.S. public holidays. Compensation for SA public holidays will be in accordance with the BCEA. - Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and wired Ethernet capability is mandatory. Applicants without a fixed fibre line cannot be considered. - Power Backup: Reliable backup is required to manage load shedding or outages. Applicants without a power backup cannot be considered. - Work Environment: Fully remote. Qualifications - Strong verbal and written English communication. - Detail-oriented, organized, and proactive. Requirements - Proficient in Microsoft Outlook and MS Office Suite. - Basic Excel skills for reporting purposes. - Previous customer service or administrative experience is preferred but not mandatory. - Industry experience is not required. Company Description ISTA Personnel Solutions is a dynamic and fast-growing BPO company. We are not a recruitment agency – we operate as a dedicated extension of our clients’ teams, delivering high-quality service with precision, efficiency, and a personal touch.

Role Description The Customer Experience Analyst role at Doxim is responsible for developing and maintaining customer relationships with three main goals in mind: - Driving the end-to-end onboarding phase of the customer's journey, ensuring that the customer's experience achieves the definition of “what success equals” that they provided to us pre-close. - Ensuring that the customer's ongoing journey with us delivers a positive experience, such that they are willing to entertain expansion of the Doxim relationship through up-sell and cross-sale initiatives. - Ensuring that the customer's long-term experience with Doxim is a positive one by efficiently addressing any issues and concerns they have and resolving any incidents as they arise. The Customer Experience professional achieves these key objectives by working closely with key customer stakeholders and executive sponsors as their trusted advisors, to ensure that Doxim products and services help them to achieve their desired outcomes. Qualifications - Minimum 5 years’ experience working for a B2B SaaS vendor. - Previous experience as an Account Manager/Customer Success or Experience Professional. - Experience working within the US Financial and Credit Union industry. - Ability to manage multiple projects simultaneously while paying strict attention to detail. - Excellent verbal and written communication skills backed by a strong technical aptitude. - High degree of professionalism and integrity plus ability to establish customer trust. - Excellent interpersonal skills with the ability to build authentic business relationships. - Teamwork mentality and willingness to assist wherever needed. - Ambitious and driven, thriving in a fast-paced and demanding environment. - Experience analyzing data & trends to identify product or service growth opportunities. - Proficient in Salesforce & Microsoft Office. - Bachelor’s degree from college or university or applicable experience. Requirements - Act as the customer champion for all professional services or other implementations/interactions. - Properly manage customer expectations. - Consistently deliver in-line with these expectations and accountabilities. - Rigorously follow the Implementation and Go-live playbook. - Drive all aspects and activities associated with the adoption and value realization phase of the customer journey. - Be the champion for the end-to-end customer journey at Doxim and promote the correct treatment of customers across all departments and all phases of their journey. - Operate as the day-to-day point of contact for customers in your segment. - Ensure that issue and related escalations are managed to resolution efficiently across the organization. - Encourage ‘successful’ (happy) customers to participate in testimonials, reference calls, and case studies/win stories. - Drive all aspects of customer feedback mechanisms that provide us with a pulse on customer sentiments (Post Project Implementation, Closed case and Net Promoter surveys). - Know what products and services the customer currently has and understand what additional products and services may prove valuable to them. - Help identify new revenue expansion opportunities (upsell or cross-sell) and communicate these to the sales team. - Support the sales team during the sales cycle with client liaison and coordination of needed paperwork (MSAs & Schedules Statements of Work, Change Requests, etc.). - Thoroughly plan for all customer renewals and ensure these are completed on time. - Leverage additional Doxim resources as appropriate (occasionally teaming with account managers to achieve this). Benefits - Work Environment That Suits You: Opportunities come in all shapes and sizes; from fully remote, to in-office, to hybrid; across North America, South Africa, and Europe. - Benefits That Fit: As of Day 1 of employment, flexible benefit options cover everything from healthcare to employer-matched retirement savings. - Growth That Excites: Passionate about nurturing talent from within, making this a journey, not just a job. - Time Off That Recharges: Generous PTO policy designed to help you rest, reset, and return at your best. - Refer & Reap the Rewards: Earn a bonus through our Employee Referral Program when you refer talented people to join us.