Junior Customer Support Specialist

About GivenGain

GivenGain is a global fundraising platform that connects charities with supporters worldwide. We operate at the intersection of sport, technology, and purpose-driven impact, helping organisations unlock new fundraising potential through strategic partnerships and digital innovation. We are entering an exciting phase of growth and are looking for a commercially minded Partnerships Manager to help strengthen and grow our UK partnerships.

About the Role

We are looking for a proactive and detail-oriented Junior Customer Support Specialist to join our team. The successful candidate will be responsible for managing support queries, maintaining platform quality, and assisting with client account management. This role requires strong communication skills, problem-solving ability, and a customer-first mindset.

Key Responsibilities

• Manage incoming support tickets via Zendesk.
• Assist team members with internal support-related enquiries.
• Maintain a spam-free platform.
• Contribute to the development and improvement of service procedures, policies, and standards.
• Liaise with and escalate complex support issues to the Customer Relations Manager when required.
• Work closely with the Development team to report bugs and platform-related issues.
• Assist with general account management for GivenGain clients.
• Support and engage with clients globally via Google Meet for product demos and support sessions.
• Assist with small ad-hoc projects as required by the team.

Requirements

• 1–2 years’ experience in a customer support or customer service role (preferred).
• Experience with Zendesk or similar ticketing systems (advantageous).
• Excellent written and verbal communication skills.
• Strong organisational skills and attention to detail.
• Ability to multitask and manage time effectively.
• Comfortable working with cross-functional teams.
• Tech-savvy with the ability to quickly learn new systems.
• Ability to work independently in a hybrid environment based in the Cape Town area.
• Access to a quiet, dedicated workspace suitable for professional client interactions.
• Reliable, high-speed internet connection (connectivity and speed will be tested as part of the recruitment process).

Key Competencies

• Customer-focused mindset
• Problem-solving ability
• Team collaboration
• Adaptability and initiative
• Accountability and professionalism

What’s in It for You

• Medical and group risk benefits
• 12 days paid leave per year to raise funds or volunteer for charity
• Join during an exciting growth chapter with real opportunity to contribute
• Combine relationship leadership with commercial development
• Work within a purpose-driven organisation delivering meaningful impact
• Be part of a collaborative and ambitious global team