Customer Support Representative (South Africa, Remote) at Maple Finance answer
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Job Description
<h1><strong>Hi 👋 I’m Aidan, founder of Maple.</strong></h1><p style="min-height:1.5em">At <a target="_blank" rel="noopener noreferrer nofollow" href="https://maple.inc">Maple</a>, we’re building AI agents that work for restaurants. These agents answer calls, take orders, book appointments, and handle real customer interactions over natural voice.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>But our bigger mission goes deeper:</strong> we’re building <strong>automated ontologies</strong> that model how businesses <em>actually</em> operate — their services, workflows, constraints, and language — so our agents can adapt to them instantly. We meet businesses where they are, not where software wants them to be.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em">We have <strong>many customers, strong revenue growth, years of runway, and backing from world-class investors</strong>. I’ll share more once we meet.</p><p style="min-height:1.5em"></p><h1><strong>Why This Role Exists</strong></h1><p style="min-height:1.5em">When a business signs with Maple, two things must happen:</p><ol style="min-height:1.5em"><li><p style="min-height:1.5em">They must get live quickly.</p></li><li><p style="min-height:1.5em">They must feel like we have their back.</p></li></ol><p style="min-height:1.5em">This role sits at the intersection of onboarding and support. You will:</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Guide new customers through setup</p></li><li><p style="min-height:1.5em">Handle live support when issues arise</p></li><li><p style="min-height:1.5em">Think quickly when edge cases happen</p></li><li><p style="min-height:1.5em">Communicate calmly when a restaurant owner has questions</p></li><li><p style="min-height:1.5em">Escalate to engineering clearly and precisely and implement solutions</p></li></ul><p style="min-height:1.5em">We need someone who:</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Thinks on their feet</p></li><li><p style="min-height:1.5em">Enjoys talking to business owners</p></li><li><p style="min-height:1.5em">Can gather context fast</p></li><li><p style="min-height:1.5em">Is comfortable with ambiguity</p></li><li><p style="min-height:1.5em">Takes ownership instead of waiting</p></li></ul><p style="min-height:1.5em"></p><h1><strong>What You’ll Do</strong></h1><h3><u>Onboarding</u></h3><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Run onboarding calls with new customers</p></li><li><p style="min-height:1.5em">Translate business operations into structured AI configurations</p></li><li><p style="min-height:1.5em">Identify gaps or unclear workflows and clarify them live</p></li><li><p style="min-height:1.5em">Ensure customers go live quickly and confidently</p></li></ul><h3><u>Support</u></h3><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Handle inbound support calls, texts, and emails</p></li><li><p style="min-height:1.5em">Troubleshoot r