Jem Mobile Customer Support Coordinator

Johannesburg-Based | Scale-Up | Full-time Role | Jem Mobile Machine| Hiring Manager: Cherise Stein

The Customer Support Coordinator role is focused on delivering excellent service to Jem Mobile customers through WhatsApp, calls and email, managing the end-to-end customer journey from sign-up through ongoing support and issue resolution.

Jem  Mobile is a fast-growing HR tech scale-up building payroll, HR and benefits tools for frontline teams. Jem Mobile gives employers an easy way to provide affordable phones and data so their teams stay connected at work and beyond.

⭐️ Your Mission

• Deliver exceptional customer support that makes sign-up, device management and connectivity seamless.
• Help employers and their teams stay connected through reliable, kind problem-solving.

⭐️ What Success Looks Like

• Consistent response times within SLA across WhatsApp, email and calls.
• High first-contact resolution rates and strong customer satisfaction.
• Accurate CRM and order records with zero tracking gaps.
• Clear escalation patterns to ops and product teams with structured feedback.
• Process improvements that reduce recurring issues and customer friction.

⭐️ What You'll Do

• Handle customer queries via WhatsApp, phone and email about sign-ups, devices, data plans, billing and deliveries.
• Run discovery conversations to understand customer problems and provide solution-driven responses.
• Track phone and SIM orders end-to-end, keeping customers informed throughout the journey.
• Follow up with customers to ensure full resolution and escalate complex or technical issues quickly.
• Document customer feedback, identify patterns, and recommend process or system improvements.
• Maintain accurate records of all activity, notes and customer interactions in our CRM.
• Analyse support data in Excel and Google Sheets, reporting on trends, response times and satisfaction metrics.
• Refine support scripts, guides and FAQs based on real customer interactions.
• Work Monday to Friday 08:00 - 17:00 with occasional Saturday shifts.

⭐️ You'll Thrive Here If You

• Are naturally patient, helpful and calm under pressure.
• Communicate clearly, both in writing and on calls.
• Love solving problems and finding better ways to do things.
• Are proactive, dependable and organised, with strong attention to detail.
• Care about customer outcomes and want to build a long-term career in customer-facing roles.
• Work well in fast-moving, high-ownership startup environments.

⭐️ Requirements

• Bachelor's degree from an accredited institution.
• Fluent in English and at least one other South African language.
• Strong written and verbal communication skills.
• Confident using Excel and Google Sheets.
• Customer-first mindset with excellent attention to detail.
• Reliable internet connection (Fibre 10MB+, uncapped) and a suitable work-from-home setup.
• Advantageous: customer support or call centre experience, WhatsApp for Business or Freshchat experience, familiarity with ticketing systems, prior startup experience, or exposure to reconciliations and invoicing.

⭐️ What you can Expect From Us

• Hybrid work environment with a 3-day office policy in our Johannesburg office (Glenadrienne, Sandton).
• Competitive salary and benefits including medical aid contribution, retirement annuity contribution and lunch 4 times a week.
• 22 days of annual leave.
• Real growth opportunities as Jem Mobile scales into leadership, operations or product roles.
• Daily learning across customer service, product and operations.
• High-quality mentorship from our head of customer and a fast, ambitious team that values accountability and kindness.
• We respond to all applications. You can expect feedback on your application, even if we decide not to move forward.