{"id":3704379,"url":"https://alion.io/job/lumenii-customer-support-specialist","title":"Customer Support Specialist","company":{"id":4505554,"name":"Lumenii","domain":"lumenii.co.za","url":"https://alion.io/company/lumenii-co-za","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":false},{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-08-06T00:00:00Z","employer_posted_date":"2026-08-06","last_verified_at":"2026-11-05T12:46:00Z","board_verified":true,"closed_at":null,"days_open":91,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":91},"description":"Every evening, thousands of tables are booked, seated and turned through Dineplan. Since 2011 we've been building the reservation and management platform behind over 2,000 restaurants that use it daily to streamline reservations, bring guests through their doors and save time and money.\nOur platform covers reservations and payments, guest and review management, SMS and email marketing, reporting, ticketing, digital menus and vouchers. Keeping all of that working for our restaurant partners is the job of a small, close-knit support team. We're looking for a new member to join them.\nPurpose\nYou'll be the first point of contact for our restaurant partners and the diners who book through us. Solving problems over email, phone and WhatsApp, and helping clients get real value from the platform every day.\nThis is not a scripted support role. You'll become a genuine product specialist who understands how a reservation platform works under the bonnet, and who can translate that into clear, practical guidance. Much of the time there'll be no script, decision tree or precedent to fall back on. You'll need to think on your feet, investigate methodically, and explain your solution with confidence.\nWhat you'll be doing\nSupport our clients across email, inbound and outbound phone, and WhatsApp. Adapting your approach for restaurateurs and diners, who need very different things from you\nOwn your queue, prioritising against response targets and seeing issues through from first contact to full resolution, with nothing left hanging without a next step\nBecome a product expert on bookings, account configuration, availability and seating rules, widget behaviour, integrations and reporting\nTroubleshoot properly; reproduce the issue, find the root cause, then guide the client through the fix\nEscalate well to our Technical Support Lead, with full context: what you've tried, how to reproduce it, and the relevant detail\nHelp clients get more from the platform, suggesting features and settings that suit how their business actually runs\nSpot the early signals of a frustrated client and flag them to Account Management with useful context\nHandle day-to-day operational tasks; voucher builds, specials loading, trading hours, listing updates and keep accurate records in HubSpot.\nRequirements\n2+ years in customer support, hospitality, or another client-facing role\nStrong written and verbal communication in English\nConfidence and professionalism on the phone\nThe ability to explain technical things in plain, accessible language\nStrong organisational skills and attention to detail\nExperience supporting both business and consumer customers\nNice to have\nBackground in hospitality, restaurants or food and beverage\nCRM or ticketing toolsexperience\nExperience training or onboarding customers on software\nIs this you?\nYou'll thrive here if you want to understandwhysomething broke, not just how to close the ticket. If you'd rather pick up the phone than hide behind email. If you're comfortable making a call when there's no procedure to follow.\nBenefits\nA team that genuinely enjoys the work and each other.\nSerious investment in getting you up to speed.\nRoom to grow\n A culture built on ownership, directness and continuous improvement","description_format":"text","description_chars":3244,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-11-03T20:32:20Z"}],"visa":[],"liveness":{"score":6,"band":"cold","label":"Long shot","p_open":1,"p_active":0.207,"p_room":0.28,"age_days":91,"expected_fill_days":36,"reasons":["conf:3","win:tail","crowd:"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/lumenii-customer-support-specialist","json_url":"https://alion.io/job/lumenii-customer-support-specialist.json","meta":{"generated_at":"2026-11-05T16:51:25Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22290,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4505554},"rest":"https://alion.io/mcp/rest/get_company?id=4505554"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flumenii-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flumenii-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flumenii-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/lumenii-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flumenii-customer-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3704379}},{"tool":"search_jobs","arguments":{"company":"lumenii.co.za","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3704379},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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