Role Description Remote Recruitment is hiring a Online Chat Support Agent for our UK-based clients. This is a fully remote position offering South African professionals an excellent opportunity to work with leading UK employers from home. You will work UK business hours and join a supportive, fast-growing team. - Handle multiple concurrent live chat conversations professionally - Resolve customer queries, complaints and technical issues efficiently - Escalate complex or unresolved issues to the appropriate teams - Log all customer interactions accurately in CRM or helpdesk system - Consistently achieve response time, resolution rate and CSAT targets - Contribute to knowledge base documentation and internal resources Qualifications - 1+ year of live chat, customer service or support experience - Fast, accurate typing skills of at least 50 words per minute - Excellent written English with impeccable grammar and spelling - Calm under pressure and able to manage multiple conversations simultaneously - Reliable home office with fast stable internet connection Benefits - R25,000/month - 100% remote, UK business hours - Career growth and professional development - Exposure to leading UK businesses and practices Company Description Remote Recruitment – connecting top South African talent with UK employers. Apply today.

Role Description Support at CloudTalk is changing. Most routine answers now come from our internal AI assistant — and you are the person who makes that assistant trustworthy. This isn't a ticket-closing role. You run every customer conversation through our AI, judge whether its answer is right, sharpen it when it isn't, and take over the moment the AI reaches its limit. In practice, you're the senior reviewer the AI answers to: you supervise it, escalate past it, and teach it to do better next time. That means your work compounds. A ticket solved well helps one customer. A correction fed back into the AI helps every customer after. We're looking for people who see that difference and want to work at that level. If you like understanding how systems behave, spotting patterns across hundreds of conversations, and telling a genuinely good answer from a plausible-but-wrong one, this role is built for you. No previous VOIP experience required — we'll teach you the fundamentals. What matters most is logic, curiosity, technical comfort, and judgment. And here's the part most support jobs can't offer: this is a real way into a product company. You'll learn how AI works, how to make it better, and how a product company actually runs — from the inside. What You’ll Do - Run an AI-first workflow. Use CloudTalk's internal AI assistant on every conversation — review, refine, and approve its answer before it reaches the customer. You own the final response, not the AI. - Train the AI. Catch where it's wrong, outdated, or missing context, and feed structured corrections back so it improves over time. - Find what's missing. Identify gaps in the knowledge base, tooling, and integrations that keep the AI from resolving issues on its own — and flag or fix them. - Be the escalation point. When the AI can't solve something, you take over: investigate call flows, connectivity problems, audio quality, device setups, and configuration errors. - Diagnose VOIP issues — latency, jitter, firewalls, ISP behaviours, and similar edge cases. - Dig into the data. Inspect logs, replicate issues, and gather the detail L2 and Product need for deeper analysis. - Build the knowledge base. Write and improve articles that train both customers and the AI — clear, accurate, reusable. - Spot patterns. Surface recurring issues and automation opportunities across the conversations you and the AI handle. - Shape how AI does support here. Contribute to the prompts, workflows, and guardrails as we make AI native to every conversation. Who We’re Looking For - A logical thinker. You enjoy puzzles, find root causes, and structure your thinking clearly. - Tech-savvy and curious. System settings, connection tests, and logs don't intimidate you. You don't need to be an engineer — but you dig in. - AI-fluent, or eager to be. You're comfortable working alongside AI tools: prompting them well, reading their output critically, and knowing when to trust them and when not to. This is core to the role. - A critical eye. You can tell a correct answer from a confident-sounding wrong one. Supervising an AI well depends on it. - A problem-solver with ownership. You measure success by problems solved, not ticket volume. Proactive, responsible, set on getting things right. - A strong communicator. Clear English at C1. Spanish is a plus. - A team player who shares knowledge. Curiosity and collaboration are part of our culture — and a teammate who teaches also teaches the AI. Why Join CloudTalk - Work at the front of AI support. Help build the human-plus-AI support model for a platform used by thousands of sales and support teams worldwide, from scale-ups to enterprise. - Meaningful technical work. Learn real VOIP fundamentals — call routing, number provisioning, latency, connectivity troubleshooting, platform logic — and how to make an AI reason about all of it. - A launchpad, not a destination. Breaking into a fast-moving AI SaaS company usually means already having an engineering or product background. This role is the exception — a genuine entry point into demanding, high-judgment work. You'll learn how AI reasons, how to make it measurably better, and how product gets built. - The work compounds, and so does your career: this is the door into CloudTalk, and it opens onto almost everything. Company Benefits - 1-1 Coaching sessions with our resident communications advisor - Learning and Development Budget - Unlimited Paid Time Off - Volunteering Days - MacBook for work - Recharge Fridays once per quarter - Fitness Allowance - Referral bonuses - Virtual & physical team buildings - Company merchandise

• Respond to NRS crisis contacts across various hotlines. • Remain active during shifts, taking multiple chats. • Complete trauma-informed data collection. • Ensure youth receive and understand resources provided. • Complete warm handoffs with resource providers. • Provide safe and supportive referrals. • Maintain documentation of all crisis communications. • Report child abuse and neglect as required by law. • Participate in supervisions and other training-related functions. • Engage in ongoing training and quality improvement efforts.

• Respond to requests for Crisis Services Center coverage in a timely manner; • Respond to NRS and Comprehensive Community Based Youth Services (CCBYS) contacts; • Maintain quality documentation of all crisis communications; • Report child abuse and neglect to appropriate authorities as required by law; • Contribute to continuous quality improvement efforts. • Ensure confidentiality of callers we serve; • Demonstrate respect and acceptance of all individuals and communities serviced by, working in partnership with, or employed by NRS; • Adhere to policies and procedures as outlined in the Employee Handbook. • Participate, on camera, in regular supervision and staff meetings as required. • Attend regular training provided in house, by partners, and for personnel professional development. • Ability to attend events in various locations either via personal transportation, rental, or public transportation. • Participate in assigned special projects and respond to ad hoc requests as assigned.