Client Support Associate

Client Support Associate - (AI Product)

�� Location: (Remote - Must be based in South Africa)
�� Full-time | Working UK hours

�� Salary: R20 000 per month

About the role

We’re looking for a Client Support Associate to join our growing support team, with an initial
focus on our HAILO product - an AI-powered solution used by property professionals across

the UK.

This role is all about delivering a brilliant support experience while acting as an important
feedback loop into the business. You’ll be the first point of contact for customers via email, chat, and phone, helping them get the most out of HAILO while also spotting patterns, friction points, and opportunities to improve how we onboard, communicate, and build the

product.

You don’t need prior experience in the UK property industry - but you do need to be curious, detail-oriented, comfortable working with data, and keen to learn about technology, AI, and how customers actually use our products day to day.

What you’ll be doing

This is a hands-on support role with a strong admin and insight backbone. You’ll balance customer interaction with accurate, methodical operational work, while feeding learnings back into the wider team.

Client support

• Respond to customer enquiries via email, chat, and phone in a timely, professional

way

• Support customers using HAILO, answering “how do I?” questions and helping
  resolve issues
  ● Confidently explain product behaviour, outputs, and recommendations in plain
  English
  ● Escalate technical or complex queries to the right teams, with clear context and detail
  ● Build strong product knowledge so you can proactively guide customers
  Product, insight and operational support
  ● Carry out day-to-day admin tasks linked to customer accounts and product usage
  ● Maintain accurate records and follow evolving support processes
  ● Support onboarding activities and basic training where required
• Log recurring questions, objections, confusion points, or issues spotted through

support interactions

• Feed structured insights into Product, Partnerships, and Comms to help refine
  onboarding, messaging, and documentation
  ● Spot trends in customer behaviour or usage and flag optimisation opportunities
  ● Work closely with Product, Tech, and Client Services as HAILO continues to evolve

What success looks like in your first 90 days

By 30 days

• You understand the HAILO product, its core use cases, and common customer
  questions
  ● You’re confidently handling basic support queries via email and chat, with support on
  more complex cases
  ● You’re familiar with our tools, workflows, and key stakeholders
  ● You’re starting to spot recurring themes or friction points in customer questions

By 60 days

• You’re independently managing most support queries across email, chat, and phone
  ● You can clearly explain HAILO outputs, logic, and recommendations to customers
• You’re consistently logging patterns, objections, and issues in a structured way
  ● You’re contributing practical feedback into Product, Partnerships, or Comms

discussions

By 90 days

• You’re a trusted first point of contact for HAILO customers
  ● Your insight is actively shaping improvements to onboarding, messaging, or support

documentation

• You’re helping reduce repeat queries by improving clarity and guidance for
  customers
  ● You’re confidently operating in a fast-evolving product environment and helping

others learn as HAILO develops

• Experience in a client support, customer service, admin, or operations role
  
• Comfortable communicating with customers via email, chat, and phone
  
• Highly organised with strong attention to detail - accuracy really matters in this role
  
• Methodical and reliable, with the ability to manage routine tasks consistently
  
• Comfortable operating in ambiguity, where processes are evolving and not
  

• Analytical mindset and comfort working with numbers, metrics, and optimisation-style
  

• Curious mindset and willingness to learn new products, technology, and industries
  
• Genuine interest in AI and how technology can improve customer outcomes
  
• Confident using digital tools, ticketing systems, spreadsheets, and CRM-style
  

• Experience supporting SaaS or tech-enabled products
  
• Exposure to AI tools or data-driven platforms
  
• Previous work supporting UK or international customers
  
• Experience feeding customer insights back into product or commercial teams