Customer Experience Specialist

Customer Experience (CX) Specialist

South Africa (Remote) 🌍Permanent (Full-Time) 🕓

“People will never forget how you made them feel.” - Maya Angelou

What we’re looking for

At InfoDocs, great customer experiences build trust, loyalty and long-term relationships. We’re looking for a proactive, detail-oriented Customer Experience (CX) Specialist who enjoys solving problems, guiding customers and making complex processes feel simple.  You’ll support customers throughout their journey with InfoDocs, from onboarding and everyday questions to time-sensitive transactions and proactive engagement.

What you’ll be doing

• Resolve assigned customer support tickets accurately, efficiently and professionally.
• Manage urgent and transaction-related queries, including CIPC annual returns, beneficial ownership declarations, director changes, company amendments, share transfers, share allotments, share register updates and company registrations.
• Track issues, troubleshoot failed or pending transactions, and correct transaction data when needed.
• Follow escalation processes, involve the CX Manager, Product or other teams where appropriate, and keep customers informed.
• Explain relevant InfoDocs features, updates and benefits in a clear, practical way.
• Monitor customer satisfaction, invite feedback and share recurring concerns or trends with the CX Manager.
• Identify customer needs and opportunities and refer them to the relevant internal team.
• Contribute to helpful customer-facing resources, including help articles and support content.
• Work closely with Support, Submission and other teams to deliver a seamless customer experience.

What you bring

• Previous customer support experience and a strong working knowledge of CIPC processes are essential.
• Excellent written and verbal communication, with empathy and a customer-first mindset.
• Strong prioritisation, time management, problem-solving and analytical skills.
• Careful attention to detail, accurate data handling and ownership of follow-through.
• Ability to understand the InfoDocs product and explain complex processes simply.
• Familiarity with customer support workflows and internal dashboards, or the ability to learn them quickly.
• A collaborative, accountable and proactive approach to continuous improvement.

Tools you’ll work with

• Slack
• Google Workspace (Docs, Sheets, Gmail)
• Atlassian (Jira, JSM, CSM, Confluence)
• InfoDocs App and internal dashboards
• CIPC platforms eServices and BizPortal

Why us

• Impact:

  Help SA businesses navigate company compliance with confidence.

• Growth:

  Learn alongside a product and team solving real customer challenges.

• Flexibility:

  Fully remote role with the option of coworking space.

• Ownership:

  Make a visible difference to customer outcomes and the way we improve our service.

About InfoDocs

InfoDocs is an online company secretarial software that helps business owners and professionals keep companies compliant. With over 150,000 companies on the platform, we simplify  CIPC, beneficial ownership, share registers and company records.

How to apply

Sound like a good fit? Email your motivation and CV to [email protected]