Job Openings at Meltwater

What We’re Looking For:

• Are you ready to take on an exciting role as a Customer Support Expert at Meltwater? We’re looking for enthusiastic, people-oriented individuals to join our dynamic team and deliver outstanding customer experiences. In this role, you will help our clients navigate Meltwater’s Media Intelligence Platform, ensuring their experience is smooth, informative, and valuable.

What You’ll Do:

• Provide excellent product support to our clients via email and live chat to enhance the client experience
• Influence product development through valuable feedback to our Product and Engineering teams
• Be able to remain organized and be able to prioritize in a high-volume environment
• Take ownership of support tickets from start to completion while providing value-added information
• Be an expert on Meltwater products and features as they are launched and engage with our Support Experts globally
• Contribute to our internal product training sessions and engage with our global Support team
• Support a variety of technical projects focused on maintaining Meltwater applications and enhancing Client Support workflows, tools, and efficiencies
• Drive and implement new initiatives to enhance support across the client lifecycle, including designing solutions, engaging stakeholders, documenting standards for best practices, providing feedback, and designing newsfeeds for client engagement.

What You’ll Bring:

• A Bachelor’s degree in any discipline, or up to one year of relevant work experience in customer service, hospitality, teaching, or similar people-focused roles.
• Strong communication skills with the ability to connect with clients and colleagues in a clear, friendly, and professional manner.
• A collaborative, proactive, and solution-oriented mindset, eager to contribute to team success.
• Enthusiasm for learning, a growth mindset, and a drive to develop your career in a support-focused environment.
• Ability to manage multiple priorities, stay organized, and work effectively in a fast-paced setting.
• Familiarity with ticketing or live chat systems is a plus, but not required.
• Willingness to work on a hybrid schedule with 2 days in the office.
• The position may include occasional shifts outside standard office hours to ensure timely client support.
• The ability to legally work in the country of hire is required for this position.
   

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What We’re Looking For: 

• Meltwater is hiring an Arabic speaking Client Support Specialist based in Cape Town. We’re searching for individuals like yourself to join our dynamic team and enhance our customer experience in the Premiums Support portfolio. As a Client Support Specialist, you will closely collaborate with the Customer Success Executive (CSE) and Sales to ensure customer requirements are fulfilled. You will advocate for innovation and best practice adoption, and leverage technology to address challenges. 
• Joining Meltwater means entering a space where you'll grow both personally and professionally. Our environment is all about helping you develop your talents, offering mentorship, and embracing inclusive leadership principles. You'll work alongside experienced colleagues and supportive leaders who are committed to guiding you.
• Be part of our lively community, where we celebrate your unique contributions and encourage you to reach your full potential. Let's team up and dive into the world of client support, making a real difference together.

What You’ll Do:

• Manage a portfolio of Enterprise Premium Support clients
• Handle day-to-day reactive requests by delegating tasks to Managed Services, Product Support, or addressing them directly as needed
• Responsible for overseeing the completion of the customer's scope of work
• Create "blueprints" for Searches and Dashboards, leveraging resources to address complex and specific client requirements effectively
• Monitors Enterprise support consumption within their portfolio and provides insights on key themes and challenges to the account Customer Success Executive and/or Program Manager as needed
• Work closely with the Customer Success Executive to continually enhance our enterprise support offerings through collaborative efforts
• Support Customer Success Executive in completing operational tasks necessary for software and/or service deliveries
• Identify workflow inefficiencies or out-of-scope requests, and support the Customer Success Executive in alignment among all stakeholders regarding the scope of Enterprise support 

What You’ll Bring:

• Bachelor’s degree or higher in any field, accompanied by a minimum of 2 years' experience in business-to-business client support, preferably within the SaaS industry
• Excellent written and verbal communication skills in English and Arabic.
• Proficiency in at least one major business domain area (e.g., Retail, Consumer Goods, Government, Communications, Media, Tech Health, Life Sciences, Financial, Agency)
• Strong analytical skills enabling effective problem-solving in business contexts
• Demonstrated capability to communicate, present, and influence convincingly across all organizational levels, both internally and externally
• Cross-functional collaboration skills, adept at leveraging resources to prioritize customer satisfaction with a client-centric mindset
• Experience with large-scale enterprise implementations, understanding associated challenges and requirements
• Proficient in Boolean logic and data structuring methodologies
• Willingness to embrace the best of both worlds with our hybrid work schedule. This role requires you to be in the office 2 days a week.
• The ability to legally work in the country of hire is required for this position.