Customer Support Specialist

Customer Support Specialist (Accounting Technology)

Cape Town (once per month)

The Role:

You will work closely with colleagues in South Africa, the United Kingdom, and other regions to provide seamless support to our international client base. You will become an expert in Yonda processes and indirect tax workflows so you can support clients with accurate and timely guidance. You will own the first line of communication with customers, helping them navigate questions about tax registrations, filings, portal access, and account issues. You will also play a key role in triage. This includes escalating concerns to Customer Success when needed, delegating operational tasks to admin agents, and coordinating with tax offices on behalf of clients.

What you'll do:

Client Support

-Respond to customer emails with clear, friendly, helpful guidance.

-Resolve routine questions about registrations, filings, deadlines, tax portal access, and account updates.

-Identify when a customer is confused or frustrated and escalate proactively to Customer Success.

-Maintain accurate records of client interactions and service tasks in internal systems.

Operational Coordination

-Learn all standard Yonda processes relating to indirect tax, including registrations, filings, payments, and tax office communication.

-Delegate detailed or multi step tasks to admin agents with clear instructions and expected timelines.

-Request documents, information, or follow ups from clients when needed to keep their tax workflows moving.

External Communication

-Contact tax offices by phone or email to request account updates, resolve access issues, follow up on registrations or filings, or clarify information on behalf of clients.

-Track and manage open cases with tax authorities until resolved.

Issue Triage and Troubleshooting

-Investigate problems related to tax portal logins, verification steps, mismatched account information, missing filings, or tax office requests.

-Work with internal teams in South Africa, the UK, and other regions to resolve blockers and provide updates to clients.

-Flag unusual patterns, recurring issues, or risks to team leads and Customer Success.

Who you are:

Essential Skills

• Strong written and spoken English skills, which is clear, calm and customer centric
• 2-3 years experience with customer support, or in a customer facing role
• Experience dealing with global clients
• Degree Education (Accounting, Law, or similar preferred)
• Ability to learn detailed processes quickly and follow them with high accuracy.
• Confidence in handling multiple tasks while keeping organised.
• Comfort speaking with government authorities and asking direct questions.
• Problem solving mindset with a willingness to dig into details.

Desirable Skills:

• Experience or interest in tax or compliance
• Additional training in business administration, support, customer service or operations

Why Yonda:

Who we are:

Yonda is a technology driven indirect tax partner that helps global businesses stay compliant with confidence. We combine expert service with smart tools to simplify registrations, filings, and VAT account management across multiple jurisdictions. Our global team values clear communication, accountability, and a supportive environment where people can grow. This role would work as part of a global team who values clear communication, accountability and a supportive environment where people can grow. This is an opportunity to develop tax expertise and grow into senior service or customer success roles, doing meaningful work that helps global businesses stay complaint with ease.