Product Support Specialist

About the roleAre you a passionate support professional who thrives in fast-paced environments and finds joy in solving problems, improving processes, and putting customers first? At The Adaptavist Group, we’re building something new, and we want you to be part of it.We’re expanding our support operations with a brand-new team based in South Africa, and we’re looking for Product Support Specialists to help us deliver outstanding SaaS support for our innovative Kolekti and Upscale product portfolios.This isn’t your average support role. You’ll have the opportunity to shape how we do things, from processes and documentation to customer experience strategy. You’ll help us define what world-class support looks like in a modern, fully remote product company.What you'll be doingBecome a product expert on Mosaic, our flagship Kolekti app and provide stellar support across a handful of additional products.Handle a wide variety of support requests through our Jira Service Management (JSM) portal, from account queries to complex debugging and everything in between.Collaborate with engineers, product managers, and design teams to escalate and resolve user issues quickly and effectively.Help surface bugs, usability concerns, and recurring pain points to shape better products.Be part of our continuous improvement engine: close documentation gaps, suggest better workflows, refine our support processes, and own your impact.Champion our customers’ voices within the business—you’re not just solving problems; you’re shaping product strategy.Participate in our on-call weekend rota, ensuring continuity of service for our global user base.Contribute to the culture and identity of a brand-new support function—we’re building it together, and your ideas will matter.