B2B Customer Support Agent - South Africa

TRAILD: Who are we?

TRAILD is a high-growth SaaS company that Streamlines, Automates and Protects businesses from fraud, errors and mistakes.

Our specialised Accounts Payable software integrates with leading business ERP systems like SYSPRO, Acumatica, MYOB, and Epicor to help clients make their AP process more efficient and secure.

We have a rapidly growing international client base, so you are about to board the rocket ship at the right time. This is an opportunity to make a real impact and with your help, we can support more businesses digitise their existing operations with enhanced automation and security.

The Role: Want to be a part of our exciting growth journey?

We are looking for a Customer Support Agent to join our talented and dynamic team. This role will be working EMEA hours UK/South Africa. As the company has expanded into several international markets, we are seeking someone with a genuine passion for helping and supporting our clients.

In this role, you will be responsible for working closely with our clients to research, troubleshoot, and support any issues they are facing.

The ideal candidate will have a background with B2B customer support in a Saas/Technology organization with strong interpersonal and communication skills, as well as the ability to think creatively when solving customer problems.

Key Responsibilities

• Responding to client queries and providing first-level support for TRAILD's customers

• Provide user training, ongoing support and troubleshooting to ensure the software is working correctly and meeting the client needs.

• Collaborate with our product and technology teams to ensure our clients are getting the most out of the software and to help improve the service.

Requirements

What are we looking for?

• 2+ years of experience in a B2B customer support/success role within a Saas company

• Experience with ERP or accounting systems (eg. SYSPRO, Acumatica, Epicor) is a plus

• Prior experience thriving in a fast-paced startup/scale up environment

• Exceptional people and communication skills

• Intrapreunership and proactiveness

• Strong collaborator with an attitude embracing growth, hands-on execution, adaptability, and the scale-up spirit.

The Perks of Working at TRAILD

• Flexibility: We offer a range of remote, hybrid and flexible working options. 

• Global team: We are growing across APAC, AMER and EMEA and have team all across the world. 

• Our team genuinely loves working at TRAILD: We scored a 78 on our 2025 eNPS survey.  

Please note that the final applicants for this job will be asked to consent in writing to a police check / criminal background check to the extent permitted by law in your jurisdiction of employment