Onboarding Specialist/ Customer Success Coordinator

SUMMARY:
We are a leading security company specializing in critical operational support and advanced systems. We are looking for a highly motivated Technical Customer Success Coordinator to join our team in our Sandton offices in South Africa. This dynamic role bridges technical support, client onboarding, and operational coordination. The ideal candidate will have strong technical aptitude, excellent communication skills, and a customer-first mindset.
This is a client-facing role, requiring collaboration with international teams and U.S.-based clients.

• Work Monday through Friday during U.S. business hours:
  • 9 AM EST to 8 PM EST (equivalent to 4 PM to 3 AM SAST during standard time).
• Serve as a critical point of contact for clients, IT departments, and U.S. service providers, ensuring excellent customer experiences.
• Coordinate with ISPs and other companies involved in internet connections to maintain seamless operations.
• Develop and document client-specific protocols and SOPs.
• Learn and apply company systems (such as Sureview and Calipsa) to support client needs. Training will be provided.
• Maintain an organized client database to ensure data accuracy and consistency.
• Generate reports to meet operational and performance standards.
• Communicate regularly with the U.S. team and installers to align on tasks and objectives.
• Provide emergency after-hours support in critical situations when required.
• Train and mentor new staff as the role and team expand, offering growth opportunities and higher compensation.
• Significant pay increases available with demonstrated performance and as additional team members are onboarded under your supervision.

POSITION INFO:
We are a leading security company specializing in critical operational support and advanced systems. We are looking for a highly motivated Technical Customer Success Coordinator to join our team in our Sandton offices in South Africa. This dynamic role bridges technical support, client onboarding, and operational coordination. The ideal candidate will have strong technical aptitude, excellent communication skills, and a customer-first mindset.
This is a client-facing role, requiring collaboration with international teams and U.S.-based clients.

• Work Monday through Friday during U.S. business hours:
  • 9 AM EST to 8 PM EST (equivalent to 4 PM to 3 AM SAST during standard time).
• Serve as a critical point of contact for clients, IT departments, and U.S. service providers, ensuring excellent customer experiences.
• Coordinate with ISPs and other companies involved in internet connections to maintain seamless operations.
• Develop and document client-specific protocols and SOPs.
• Learn and apply company systems (such as Sureview and Calipsa) to support client needs. Training will be provided.
• Maintain an organized client database to ensure data accuracy and consistency.
• Generate reports to meet operational and performance standards.
• Communicate regularly with the U.S. team and installers to align on tasks and objectives.
• Provide emergency after-hours support in critical situations when required.
• Train and mentor new staff as the role and team expand, offering growth opportunities and higher compensation.
• Significant pay increases available with demonstrated performance and as additional team members are onboarded under your supervision.