1. Head of Client Success (Tech & SaaS Support)

Schedule: 10 AM – 6 PM EST
Salary: $1500- $2000 (depending on talent/experience).
Location: South Africa and LATAM

Role Overview: We are looking for a high-level, "smart and energetic" individual to lead our SaaS technical support and client success efforts. This is not a "yes/no" ticketing role. You will initially get your hands dirty by shadowing leadership to learn the product, then transition into building the knowledge base and SOPs that will allow us to scale the department.

Key Responsibilities:

Onboarding: Manage the end-to-end setup for new clients, including payment gateways (Stripe, etc.) and connecting them to our tech stack.
Problem Solving: Address client technical queries (e.g., "Why isn't Apple Pay working?") using analytical thinking rather than just a script.
SOP Development: Map out current manual processes and create a formal knowledge base and standard operating procedures.
Client Management: Act as the primary point of contact for client success, ensuring they are getting maximum value from our SaaS product.
Assist with account setup and system configuration
Support integrations and payment gateway setups (e.g., Stripe)
Troubleshoot platform issues and escalate appropriately
Identify recurring issues and recommend product improvements

Requirements:

Experience: 3–5 years in B2B SaaS, E-commerce, or Payments.
Tech Literacy: Ability to learn new tools in "five minutes"; familiarity with Slack and CRM systems.
Mindset: Highly analytical, proactive, and capable of figuring things out using AI/Google before asking questions.
Tools: Apple products (MacBook/iPhone) preferred for iMessage/ecosystem compatibility.
Strong troubleshooting and analytical ability
Comfortable reviewing technical documentation
Experience with APIs, integrations, or payment systems preferred

Head of Client Success (Tech & SaaS Support) - 18296