Customer Support Executive - Cape Town, South Africa

Here at FIXR we're on a mission to be the number one ticketing and event intelligence platform globally. Ticket sales and event management can be a clunky, manual process, but our platform makes it easier than ever for event organisers to create seamless, user-friendly experiences for their customers. At the heart of the FIXR platform is our suite of data and reporting tools that provide organisers with the insights and data intelligence to help them understand their ticket buying audience and grow their business.

This is an exciting opportunity to join our team in South Africa as we continue to grow and expand into new areas of ticketing. The role is based in Cape Town, but you will work closely with our teams in other countries.

We are looking for a Customer Support Executive to join our growing Customer Support team and help us deliver exceptional advice and support to ticket buyers and event organisers on a global basis. The role requires you to work from our Cape Town office at least 3 days' per week and reports to the Head of Account Management. You may also be required to work shift patterns.

• Supporting customers across live chat, phone, and email, delivering fast, friendly, and effective help.
• Resolving customer queries quickly and clearly, aiming for first-contact resolution wherever possible.
• Managing multiple conversations at once while maintaining accuracy and a high standard of service.
• Logging and updating customer interactions in our support tools and internal systems.
• Escalating more complex issues to the right teams and keeping customers informed along the way.
• Working closely with colleagues across support, product, and operations to solve customer problems.
• Meeting customer support KPIs such as response times, resolution rates, and quality metrics.
• Helping improve how we support customers by sharing feedback and spotting process improvements.

• Experience in a customer support or customer service role.
• Excellent written and verbal communication skills.
• A confident phone manner and ability to build rapport quickly.
• A positive, proactive mindset and strong customer-first attitude.
• Someone who enjoys solving problems and helping people.
• Strong organisation and attention to detail.
• Comfortable multitasking and prioritising in a fast-paced environment.
• Motivated by hitting targets and working towards KPIs.
• Confident using digital tools and support systems.

• Experience with Intercom or similar platforms such as Zendesk.
• Experience handling high volumes of live chat or support tickets.
• Experience working in a startup or scale up environment.
• An interest in customer experience and improving how support works.

• Competitive salary plus bonus.
• Hybrid environment. We have an office in Cape Town and our team are office based for 3 days a week
• Holiday perks. Claim a bonus holiday day for every year you are with us
• L&D budget for you and your team.
• Inclusive, social culture. Fun and dynamic with regular socials
• Free tickets for FIXR events

At FIXR, we consider diversity a strength - inclusion fuels our ability to solve problems we never thought we could. Your application will be considered on its merits, without regard to your race, age, gender, religion, sexual orientation, disability status or anything else. If there is anything we need to know to enable you to fully participate in our interview process, please just let us know in your application.