Product Support Specialist - Remote

Overview

The Product Support Specialist role at The Adaptavist Group focuses on providing outstanding SaaS support for innovative product portfolios in a fully remote environment.

In Short

• Join a new support team based in South Africa.
• Become a product expert on the Kolekti app.
• Handle various support requests via Jira Service Management.
• Collaborate with engineers and product managers.
• Surface bugs and usability concerns to improve products.
• Participate in an on-call weekend rota for service continuity.
• Contribute to the culture of a new support function.
• Shape world-class support strategies.
• Work in a collaborative, remote-first environment.
• Empower users through documentation and self-service.

Requirements

• 3+ years of technical product support experience in SaaS or B2B.
• Confident and empathetic communicator in English.
• Ability to translate technical issues into plain language.
• Detail-oriented and methodical troubleshooting skills.
• Experience with Jira Service Management, Zendesk, or Freshdesk.
• Critical thinking and independent action capabilities.
• Experience contributing to documentation.
• Excited to work with a global support team.

Benefits

• Generous holiday allowance and flexible working hours.
• MacBooks provided for all employees.
• Fully remote work support for home office setup.
• Exceptional Time Away Policy for parents and caregivers.
• Diverse and inclusive work culture.