Client Support Associate
关于我们正在寻找一个客户支持合作伙伴加入我们的不断增长的支持团队，最初关注我们的 HAILO 产品 - 一个由 AI 驱动的解决方案，用于英国各地房地产专业人员。这一角色是提供出色的支持体验，同时作为重要反循环进入企业。你将是客户通过电子邮件，聊天和电话的首个接触点，帮助他们充分利用 HAILO,同时也发现模式，摩擦点以及改善我们搭载，沟通和构建产品的方式。你不需要在英国房地产行业中先前经验 - 但你确实需要好奇，细节化，舒适处理数据，并渴望了解技术，人工智能以及客户实际上如何使用我们的产品日常生活。你将与客户互动平衡，并通过精确的方法运营工作，同时把学习信息传递到更广泛的团队中。客户支持 · 及时和专业地通过电子邮件，聊天和电话响应客户询问 · 支持客户使用 HAILO,回答问题以及帮助解决问题 ● 以自信的方式解释产品行为，输出和建议在简单的英语中 ● 将技术或复杂的问题扩展给合适的团队，提供明确的背景和细节 ● 建立强大的产品知识，以便你能够主动地指导客户管理产品，见解和操作支持 ● 执行与客户帐户和产品相关的日常任务 ● 保持准确的记录和跟踪不断发展的支持流程 ● 在需要时，支持登录活动和基本培训 · 记载通过支持互动查找的问题，反对意见，混乱点或问题 · 提供结构化见解到产品，合作伙伴关系和通信以帮助完善登陆，消息传递和文档 ● 发现客户行为或使用趋势以及优化的机会 ● 正在 HAILO 继续发展时与产品，技术和客户服务密切合作 你了解了 HAILO 产品，其核心应用案例和常见客户问题 ●你可自信地处理基本支持查询
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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
feedback loop into the business. You’ll be the first point of contact for customers via email, chat, and phone, helping them get the most out of HAILO while also spotting patterns, friction points, and opportunities to improve how we onboard, communicate, and build the
product.
You don’t need prior experience in the UK property industry - but you do need to be curious, detail-oriented, comfortable working with data, and keen to learn about technology, AI, and how customers actually use our products day to day.
What you’ll be doing
This is a hands-on support role with a strong admin and insight backbone. You’ll balance customer interaction with accurate, methodical operational work, while feeding learnings back into the wider team.
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
Requirements
What we’re looking for
- Experience in a client support, customer service, admin, or operations role
- Comfortable communicating with customers via email, chat, and phone
- Highly organised with strong attention to detail - accuracy really matters in this role
- Methodical and reliable, with the ability to manage routine tasks consistently
- Comfortable operating in ambiguity, where processes are evolving and not
everything is fully documented yet
- Analytical mindset and comfort working with numbers, metrics, and optimisation-style
questions from customers
- Curious mindset and willingness to learn new products, technology, and industries
- Genuine interest in AI and how technology can improve customer outcomes
- Confident using digital tools, ticketing systems, spreadsheets, and CRM-style
systems
Nice to have (but not essential)
- Experience supporting SaaS or tech-enabled products
- Exposure to AI tools or data-driven platforms
- Previous work supporting UK or international customers
- Experience feeding customer insights back into product or commercial teams
Benefits
Why join us?
- Work on a modern AI-powered product at the heart of our future strategy
- Be close to how the product evolves and how customer feedback shapes decisions
- Learn a new industry and develop in-demand SaaS and AI support skills
- Be part of a collaborative, people-first, remote-first team
- Clear opportunities to grow into senior support, product, or client success roles
- A business that values curiosity, ownership, and continuous improvement
Originally posted on Himalayas