Customer Solutions Specialist

QuicklySign_Careers

Position Title: Customer Solutions Specialist

Work Location: Remote

Hours: Monday – Friday, 08:00 - 17:00

Employment Type: Full-Time

Start Date: ASAP

Weekend, Public Holidays and After-hours support may be required for this position.

Company Overview

QuicklySign is an electronic signature SaaS business making document signing fast, secure, and effortless for businesses of all sizes.

We’re a small, collaborative team building something meaningful - and we believe great support is at the heart of customer success.

Role Overview

We’re looking for a Customer Solutions Specialist who thrives on helping people, solving problems, and building trusted customer relationships - from first contact through long-term success.

In this hybrid sales and support role, you’ll be responsible for the entire sales process: responding to inbound leads, qualifying and converting them, managing the CRM pipeline, and driving revenue. You’ll also support customers post-sale, ensuring smooth onboarding, resolving issues, and advocating for their ongoing success.

You’ll work closely with the billing and product team to ensure customers feel heard, supported, and empowered.

In this role, you will:

  • Own the full sales process - Respond to inbound inquiries, qualify leads, deliver demos, prepare proposals, and close deals.

  • Engage with users - Understand their needs, resolve queries, guide them through the platform, and provide clear product recommendations.

  • Provide technical support - Troubleshoot issues related to functionality, compatibility, or user setup, ensuring prompt resolution.

  • Enhance user experience - Gather feedback, identify pain points, and advocate for improvements.

  • Upskill users - Lead onboarding sessions and training to help users get the most from the product.

  • Collaborate internally - Work with the billing and technical team to escalate and resolve complex issues and implement user-requested features.

  • Drive customer success - Monitor usage, offer tailored solutions, ensure satisfaction and retention, and identify upsell or cross-sell opportunities.

Key Responsibilities

Other duties not listed may be required from time to time.

  • Respond to customer queries via email, chat, phone, and helpdesk, resolving or escalating issues as needed.

  • Respond to inbound sales inquiries via email, chat, and phone; qualify leads and ensure timely follow-ups, and convert them to paying customers.

  • Deliver product demonstrations and walkthroughs tailored to prospective customer needs.

  • Prepare proposals, manage subscription plans, and close deals.

  • Manage all customer interactions, including support tickets, onboarding, and ongoing communication.

  • Set up and maintain CRM workflows to streamline support and sales processes; follow-ups, reminders, sales tasks etc., ensuring accurate and complete data.

  • Maintain the sales pipeline and ensure timely follow-ups through CRM workflows.

  • Guide new users through setup, training, and account activation.

  • Build and maintain strong customer relationships through regular check-ins, proactive outreach, and responsive support.

  • Manage user accounts and access permissions, including plan changes and account transitions.

  • Identify and suggest upsell or cross-sell opportunities aligned with customer needs.

  • Create and maintain internal and external support material (e.g., guides, help articles, training resources)

  • Capture and escalate customer feedback, bugs, and feature requests.

  • Identify trends and recurring issues and propose proactive solutions to improve the customer journey.

Skills Requirements

Soft Skills

  • Excellent written and verbal communication

  • Empathetic and customer-centric approach

  • Strong problem-solving and critical thinking

  • Time management and prioritisation

  • Adaptability in fast-paced environments

  • Proactivity and initiative

  • Collaboration and team orientation

  • Professional, approachable, and emotionally intelligent

Hard Skills

  • Strong technical aptitude and quick learning of new tools and systems

  • Full-cycle sales experience (inbound qualification to close)

  • CRM management, including pipeline tracking and workflow automation

  • Helpdesk software proficiency (e.g. Intercom, Zendesk)

  • Product demonstration and user training delivery

  • Troubleshooting and basic technical support

  • User account and access management

  • Basic reporting and analytics (e.g., usage or ticket trends)

  • Documentation and process mapping

  • Data accuracy and completeness, and CRM hygiene

Competencies

Essential

  • Integrity: Ethical, does not cut corners, trustworthy, and prioritises company interests over personal gain.

  • Customer focus: Monitors client satisfaction, builds strong relationships, and is visible and accessible to clients.

  • Sound judgement / Decision Making: Applies consistent logic, rationality, and objectivity; avoids being indecisive nor impulsive.

  • Resourcefulness / Initiative: Finds creative ways to overcome barriers, delivers results despite constraints, and demonstrates a bias for action.

  • Adaptability: Flexible, resilient, and effective in navigating complexity and change.

Desirable

  • Excellence: Holds self and others to high performance standards, shows strong accountability, and has low tolerance for mediocrity.

  • Listening: Attuned to others’ opinions, needs, and emotions; listens actively with empathy and patience.

  • Likeability: Emotionally intelligent, warm, compassionate, and approachable; not arrogant; maintains a sense of humour.

  • First impression: Professional in demeanour, presents well through body language, eye contact, posture, and tone.

Qualifications and Experience

Essential

  • Grade 12

  • Tertiary qualification

  • 2+ years’ experience in customer support, customer success, or technical sales

Desirable

  • Familiarity with CRM and helpdesk tools (e.g. Pipedrive, Intercom, Zendesk)

  • Experience in a SaaS or tech support environment

Why You’ll Love Working Here

  • Small team, big impact - your ideas matter

  • Professional development opportunities

  • Remote flexibility with a supportive environment

  • Additional leave day per year of service, up to twenty (20) days total annual leave

  • Company-provided software and hardware

  • Mini UPS for WiFi router (if needed)

  • Monthly internet allowance - paid directly to your ISP to cover your home internet or fibre connection

  • Competitive salary

  • Performance-based bonus

Compensation Range

R20 000 - R26 500 gross monthly salary

How to Apply

  1. Sign up at sandbox.quicklysign.com

  2. Create a demo video showing how to set up a document in QuicklySign and send it for signature.

    • Share your screen

    • Speak as if you’re explaining it to a customer

    • Use any screen recording tool (e.g., Loom, ScreenPal etc.)

  3. Email your CV and a link to your video to careers@quicklysign.com.