Customer Support Specialist

About ThinnPro

ThinnPro Consulting builds and supports accounting, inventory management, and point-of-sale software for businesses across South Africa, from single-store startups to leading national retailers. We're a small, closely-knit consultancy based in Sea Point.

Because we're small, every team member has real visibility into the business and a genuine say in how we work. It also means significant scope for learning, responsibility, and career growth, and you won't be one voice among hundreds.

The Role

We're looking for a Customer Support Specialist to take ownership of support for our existing customers, working closely with our Support Lead and existing support team. You'll be a key point of contact for our clients, resolving day-to-day queries, maintaining our support service levels, and building the kind of relationships that make clients feel confident and well looked after. This allows our onboarding team to stay focused on new implementations, while you and the wider support team ensure our existing client base continues to receive outstanding, responsive service.

This is a role for someone who takes real ownership of a problem until it's resolved. Someone who can think on their feet, work through an issue methodically, and know when and how to escalate effectively rather than let something stall.

Key Responsibilities

• Act as a first point of contact for existing clients via phone and in-person meetings, handling tier 1 support queries across our accounting, inventory, and POS software
• Take ownership of queries from first contact through to resolution, keeping clients informed throughout
• Maintain and meet agreed support SLAs, prioritising and managing your workload accordingly, in coordination with the Support Lead
• Diagnose issues methodically, applying strong problem-solving skills to resolve queries efficiently and accurately
• Escalate more complex or technical issues to the Support Lead or appropriate team, with clear context, when a query falls outside tier 1 scope
• Work closely with the existing support team to ensure consistent, high-quality service across the client base
• Build strong relationships with our lifetime customers, giving them confidence in the service they receive
• Identify recurring issues or trends in support queries and feed this insight back to the Support Lead, onboarding, and product teams
• Contribute to the ongoing development of our support processes and documentation as the team and function grow

What We're Looking For

• A confident, natural problem solver who enjoys getting to the bottom of an issue rather than simply logging it
• Strong communication skills: clear, professional, and personable, particularly under pressure
• Comfortable engaging with clients both telephonically and face-to-face
• Prior experience in a client support, service, or customer-facing role
• Good judgement around when to resolve independently and when to escalate
• Genuine interest in software and systems (prior exposure to accounting, inventory, or POS software is an advantage, though not essential)
• Experience in the retail space is a plus
• A proactive, ownership-driven mindset and a genuine desire to grow within a company as it scales

Why ThinnPro

• Your voice matters: in a company our size, you're never just a name on an org chart; your input directly shapes the team and the business
• Career growth: significant opportunity to learn, take on responsibility, and develop within the business as we scale
• Supportive, close-knit team: you'll work closely with the Support Lead and your colleagues day to day, with free coffee on tap
• Flexible working: one work-from-home day per week, with flexible hours
• Real impact: a role that's central to how our existing clients experience ThinnPro, with visibility across the business

Pay: R18 000,00 - R23 000,00 per month

Work Location: Hybrid remote in Sea Point, Western Cape