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Client Support Associate

Talent Shore20K ZAR per monthSouth Africa only

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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

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Client Support Associate at Talent Shore · web2ua

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

Client Support Associate

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About the role

Client Support Associate

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About the role

What you’ll be doing

Requirements

What we’re looking for

Benefits

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