Overview
Customer Support Analyst Jobs in South Africa at HIREXE
Title: Customer Support Analyst
Company: HIREXE
Location: South Africa
Customer Support Analyst
Popsixle is a server-side data connection for Shopify stores that ensures accurate data is sent to ad platforms like Meta, Google, and TikTok. Popsixle sits between merchants and the ad platforms they rely on for sales, so when anything looks off, customers come to us.
We're looking for a Customer Support Analyst who can own the entire day-to-day customer support function. This role requires being customer-facing and having a willingness to dive into technical customer issues. They will own project management for a key customer agency relationship and maintain internal and external knowledge bases and SOPs.
What you'll own
● Inbound triage. You will own all customer emails, live chat, and Slack messages. You will decide what's urgent and what escalates. Volume of requests varies but is generally 5-10 per day. Volume is expected to scale as the company grows.
● Onboarding calls. Live video calls with customers onboarding the product. Walk them through setup and leave them with their pixel firing.
● Project management for key agency relationship. Run our weekly Friday meeting with an agency partner, own the joint Slack channel, manage the project list, and pull in team members as needed.
● Data digs. When a customer asks "ROAS was down yesterday, was my tracking broken?" you go into the database (SQL or LLM-assisted) and pull the answer yourself.
● Alert monitoring. Daily scan of four internal alert channels. Reach out to merchants who need us before they email us.
● Trial email sequence. Own the iteration. Propose changes, ship them, measure what moved. Eventually these will transition to an automated sequence via Customer.io that you will also own.
● Knowledge base. Ship one new or rewritten article every two weeks. Bar: a merchant fixes the issue from the article without pinging us.
● Bug tickets. Write clean Linear tickets engineering can act on without follow-up.
Non-negotiable
● Native or near-native English. You will be on live video calls with US founders and ops leads.
● Comfortable running a meeting, not just attending one.
● Read SQL and write basic queries, OR fluently use LLM tools to query a database in plain English and verify the output.
● Owns tickets end to end. Doesn't bounce questions back to leadership unless they actually require a leadership decision.
● US Eastern hours, 9–5.
Strong plus
● Direct experience with Front, Customer.io, Mantle, or Linear.
● Has run an agency or partner relationship before.
● Real working knowledge of Shopify or ad platforms (Meta, Google, TikTok). You understand what a pixel is, what a conversion event is, and where things break.
● Has shipped a trial email sequence or KB and can show what it moved.
How you work
● Independent worker who gets things done and only escalates when necessary.
● A quick learner who isn't intimidated by data and technical products.
● Empathetic toward customer needs.
Tools
Front, Slack, Linear, Mantle, Customer.io, Shopify partner dashboards, Meta Ads Manager, Google Ads, plus internal LLM tooling we'll set you up with.