™Support Specialist
About the role
Help members, creators, and field staff get unstuck — tickets, product guidance, and calm escalation. Support is the front door of trust at Dootsa and the pathway into Account Manager: tickets → assisted surveys (creators rate 1–5) → idle time is translations toward 100% → HR promotes from that evidence. We strongly prefer support agents who can assist customers in their home language — not only in English. Many panelists and creators are more comfortable in isiZulu, isiXhosa, Afrikaans, Sesotho, and other official South African languages.
What you will do
- Open Today's desk every shift for your KPI/OKR even when the ticket queue is empty. - Triage and resolve support tickets with clear, POPIA-safe replies (never paste raw PII into external tools). - Assist members and creators in the language they are most comfortable with — English when needed, or a South African language you speak fluently. - Build surveys with creators on Customer Assist; quality is measured by a 1–5 creator rating after handoff. - When tickets are clear, move a language toward 100% in Translation Studio (batches or daily glossary). - Verbally explain English product guidance in the customer's native language when that helps them understand and act. - Partner with Account Managers on creator and campaign questions when ownership is commercial. - Keep notes audit-ready; close loops so the same issue does not bounce.
What you need
- Excellent written English; patient under pressure. - **Language preference:** we prioritise candidates who can speak **three or more** of South Africa's eleven official languages with customers. You will confirm your languages on the application form; after hire they inform Translation Studio work on Today's desk. - **Bonus consideration** if you studied one or more of those languages at school (matric or earlier). - **Bonus consideration** if you can **verbally translate** English support guidance into a language you speak fluently. - Comfortable with ticketing tools and learning product workflows quickly. - Discretion with personal data (POPIA awareness). - Must pass Dootsa Careers Academy (customer support track, 85%+) before CV review. Academy pass credits the employee training quiz — you still take a short daily-desk delta after hire. - Interest in growing toward Account Manager? The ladder is support → apprentice → eligible → AM. Five assisted-survey ratings at 4.5+ is the apprentice evidence bar; HR still promotes.
South African languages we work in
We prefer support agents who speak 3 or more of the eleven official languages below. When you apply, you will confirm which languages you speak, whether you studied them at school, and whether you can verbally translate English guidance or write clearly for transcription workflows.
Ready to apply?
Sign in or create a free account (~2 min) to start Careers Academy e-learning.
Job board listing: /careers/jobs/support-specialist
Direct apply link: /careers/jobs/support-specialist/apply?source=job_board
How to apply — simple steps
Follow these steps in order. You can pause anytime and return with the same link.
- 1
Read the role
Understand responsibilities, location, and pay on this listing.
- 2
Careers Academy e-learning
Complete required modules for your track (~30–45 min). Sign in required.
- 3
Pass the 85% assessment
Untimed ~12–15 min quiz. Practice questions available first.
- 4
Submit your CV
Upload PDF, confirm which South African languages you speak (3+ preferred), and note any school study or translation skills.
- 5
If hired: tickets → ratings → translations → AM
Today's desk is the daily ritual. Creators rate staff-built surveys 1–5. Empty queues are Translation Studio toward 100%. That evidence is how support becomes an account manager.