Shop2Shop Careers

About Shop2Shop

The ability to make a payment quickly and at a low cost is an underestimated bedrock of our economy in South Africa. Payments are the financial lifeline of every business and individual. We are on a mission to help entrepreneurs participate and prosper in the digital economy by solving their payment challenges. When you join Shop2Shop, you join a team of people driven by a shared purpose for why we do what we do every day. The experience of collaboration across teams will be unrivalled. The feeling of belonging to a talented team of people will make this your last career stop. You will find a stimulating and challenging smorgasbord of problems to solve with the aim of supporting entrepreneurs in South Africa.

Purpose of role:

As a Tier 3 Customer Care Champion, you play a crucial role in ensuring technical support of Shop2Shop’s products and services. You’ll act as the final escalation point for complex product issues, proactively monitor system health, and communicate directly with key external stakeholders like Retail Assist, Flash, and Kazang. This role is technical, investigative, and people-centred — combining systems thinking with hands-on troubleshooting and clear communication. You’ll work across shifts to ensure 24/7 continuity and resolution of issues, while keeping customers and internal teams updated and aligned.

Location of role

Stellenbosch

You’ll thrive in this role if…

  • You’re naturally curious, love solving puzzles, and enjoy connecting dots to uncover the root of problems
  • You’re tech-savvy and comfortable working across systems, logs, and databases
  • You take ownership — following issues through to resolution and ensuring no detail slips through the cracks
  • You’re calm under pressure and confident communicating with external partners and internal teams alike
  • You can translate technical language into understandable updates for customers and stakeholders
  • You enjoy working flexible hours and are energised by a fast-moving, always-on support environment
  • You understand the value of keeping people informed and go out of your way to be proactive

What you’ll do…

System Monitoring & Escalation Response

  • Monitor system health in real-time and respond swiftly to red flags
  • Receive, investigate, and resolve escalated tickets from the Tier 1/2 Customer Care team
  • Flag recurring issues and collaborate with tech teams to recommend long-term fixes
 Technical Troubleshooting & Investigation

  • Conduct in-depth investigations using system logs, SQL queries, and product data
  • Troubleshoot network, connectivity, or third-party service issues
  • Use available tools and dashboards to identify error patterns or product anomalies
  • Identify gaps in documentation or processes and propose improvements

 
Stakeholder Communication & Updates

  • Engage directly with external partners such as Flash, Retail Assist, and Kazang to coordinate resolutions
  • Keep customers, resellers, and merchants informed with regular, clear updates during issue resolution
  • Actively manage incident communications across WhatsApp, ticketing systems, and email
 Cross-functional Collaboration

  • Work closely with the Product, Operations, and Sales teams to support root cause analysis and issue resolution
  • Escalate product bugs or major incidents to Customer Experience team with clear context and impact
  • Provide insight from the frontline to help improve product reliability and customer experience
  • Share knowledge internally to help elevate the team’s overall troubleshooting capability

 

 

 

What you’ll need to make a success

Experience & Technical Skills

  • 3–5 years in a technical support, operations, or Tier 2/3 troubleshooting role
  • Strong SQL query skills for data investigation
  • Basic networking knowledge
  • Experience with ticketing tools and monitoring systems
  • Familiarity with APIs, logs, and cloud-based platforms is a plus

 

 Interpersonal & Communication Skills

  • Excellent verbal and written communication — able to simplify complex ideas
  • Confident managing incident updates and external partner interactions
  • Skilled at cross-functional collaboration, especially with product, sales, and tech
  • Proactive communicator — you don’t wait to be asked to update stakeholders

 
Problem Solving & Execution

  • Investigative mindset — follows issues through to root cause
  • Calm, focused, and organised under pressure
  • Strong prioritisation and time management in a dynamic shift environment
 Growth Mindset

  • Committed to continuous learning and personal development.
  • Actively seeks feedback, reflects on challenges, and adapts quickly.
  • Sets and tracks personal growth goals
  • Embraces ambiguity and views obstacles as opportunities to improve.

 

*Other Requirements

  • Willingness to work shifts (day/evening/weekends on a rotating schedule)
  • A reliable internet connection and professional home setup for remote work
  • Must have access to a vehicle and valid driver’s licence for occasional on-site partner support (as needed)

Send applications to [email protected]