Client Support Associate

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