Roles · Customer Support
Agents who learn your product, your policies and your tone, then work your support queue as part of your team. Customers get quick, consistent answers, and your founders stop answering tickets.
Customer Support
Support covers two different jobs. One is answering whoever gets in touch today, by email, chat or phone. The other is looking after the accounts you already have, so they stay, grow and renew.
Evening and weekend coverage is available as full-time roles built around those hours. Multilingual talent is available too.
Onboards new accounts, keeps them healthy and spots the ones at risk.
When the founder or the product team answers support tickets, replies slow down and the backlog grows on busy days. A customer service agent owns the queue. They answer the questions that have known answers, fix the routine problems, and pass the rest to the right person with the full story attached.
What they do for you
Tools they work in
Strong answer: it acknowledges the problem in the first line, gives a concrete next step and a time, and stays inside your policy.
Strong answer: they apply the policy, explain it plainly and offer what is allowed. They escalate only when the case meets the exceptions you've defined.
Strong answer: one ticket for the product team with steps to reproduce, screenshots, affected customers and how often it happens, instead of three forwarded emails.
Strong answer: they point to the question customers still ask after reading it, and rewrite that part.
Strong answer: they say they'll find out, give a time they'll call or email back, and log that commitment in the ticket.
Strong answer: they take the call, send each chat a short holding message with a realistic wait, and return to the chats in order.
Each channel asks for something different. Email needs clear writing, live chat needs speed across several conversations, and phone needs calm spoken confidence and good call notes. We hire for the channels you actually run.
Order status, delivery problems, returns, exchanges, refunds and discount questions, worked inside your helpdesk and store admin (Shopify, WooCommerce or similar). Agents learn your carriers and returns policy and help you through seasonal peaks. More on hiring for online stores: E-commerce.
For software companies: reproducing issues, checking account settings and logs, guiding customers through setup and integrations, and writing clean bug reports for engineering. Internal IT help for your own staff is a different role, IT Support Specialist, coming after launch.
The search for your support agents starts in South Africa. For call center volume, other languages or a particular budget, we also recruit in the Philippines and other countries.
Agents who speak your customers' languages are available. Name the languages you support, and we include them in the search.
We agree the queue, the tools, the hours and who your agents report to. For this role: your channels, your busiest days and hours, your helpdesk, and the refund or return limits agents can approve.
Each agent is tested on sample tickets from your brief and cleared through background and reference checks. You interview and pick.
Your agents get access to your helpdesk, saved replies and policies, and we check in once the queue is moving.
Support roles generally fill within our usual window, and hiring several agents at once can run in parallel. We sift a broad pool and send you only the agents who fit your brief.
One agent or a full team, you can bring them on through any of our ways to hire, and you decide. Cost follows the role, the hours and channels you need covered, and how many agents join. If it helps, we explain the trade-offs when we speak.
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| Task | You | JiveTalent |
|---|---|---|
| Support policies, response-time targets and escalation paths | Own | – |
| Queue coverage and the weekly ticket summary | Review | Your agents work the queue and write the summary; we check at check-ins that coverage matches what you agreed |
Yes. They work in your tools, under your brand, with your saved replies and tone guide. If you don't have a tone guide yet, they can help you write one.
They work the shifts set out in your brief, matched to the times your customers get in touch, and we settle those hours before recruiting starts.
Yes. We hire full-time agents whose normal schedule falls on your evenings and weekends, so the queue keeps moving after your office closes.
Let your account lead know early. We look at what's going wrong with you and the agent, and agree the next step together.
Yes. Phone calls for a different profile, so each channel you run is part of what we hire for.
It depends on the product and the material you have. A help center, saved replies and a few recorded walkthroughs make the biggest difference, and we agree on an onboarding plan with you before the start date.
Yes, multilingual agents are available.
The client app tracks every agent's hours and reports them, so time across the team stays visible, and the weekly ticket summary shows what the queue looked like.
Book a call. We'll agree the brief for your customer service agents and go through the ways to hire.
