Online Support Coordinator - Cape Town

Overview of the Role: Are you passionate about delivering exceptional digital experiences and helping customers find quick, effective solutions? We’re looking for a detail-oriented and proactive Online Support Coordinator to play a key role in delivering a seamless, high-quality digital experience for our members across all non-travel proposition areas. This hybrid role combines operational online support with the fulfilment of member benefits, offers, and event-related activities. You will be responsible for resolving digital platform issues, managing member queries linked to online requests, coordinating benefits and events, and driving continuous improvements across our propositions. Your strong attention to detail, platform awareness, problem-solving mindset, and member-first approach will be essential in ensuring an outstanding experience across our digital ecosystem. This is an execution-focused role with a high level of ownership and autonomy, ideal for someone who thrives in a fast-paced, detail-driven environment. Key Responsibilities Online Platform Support (Non‑Travel) Provide first‑line support for all non‑travel digital queries raised via the Ten Platform. Troubleshoot platform issues including activation links, login difficulties, forgotten passwords, navigation queries, and general functionality errors. Investigate and resolve failed digital bookings or errors related to dining, events, tickets, and benefit redemptions. Handle changes, cancellations, or amendments to digital requests originally placed via the platform (dining/events/benefits only). Communicate with members through email or chat, ensuring clear, empathetic, timely, and solution‑oriented responses. Log member feedback in CRM and help identify platform usability trends or recurring issues requiring escalation. Proposition Coordination (Events, Benefits & Offers) Manage event fulfilment, including guest list verification, invitations, confirmations, event data accuracy, and seamless member communication. Administer benefits & offers, such as validating eligibility, issuing redemption codes, processing digital claims, and ensuring correct benefit application. Liaise directly with partners and suppliers to resolve issues, validate inclusions, ensure benefit accuracy, and escalate discrepancies. Capture member feedback, track uptake performance, and identify patterns or opportunities for improvement across propositions. Support cross‑departmental initiatives that enhance digital benefit delivery and proposition quality. Systems, Processes & Issue Resolution Use Ten Platform, TenMaid , Jira, supplier portals, and other systems to manage digital workflows and escalate issues. Raise Jira tickets for platform, API, or system‑related errors and work with App Support/Engineering as needed. Maintain accurate data logs, complete CRM updates, and ensure all activity meets internal compliance and quality standards. Perform regular checks on proposition journeys to ensure correct functionality, eligibility, and member experience consistency. Member Experience & Quality Deliver personalised, high‑quality communication that reflects Ten’s service excellence standards. Ensure all responses are comprehensive, accurate, and aligned to member expectations of premium service. Resolve escalations with professionalism, ownership, and urgency. Proactively identify opportunities to simplify digital journeys, improve fulfilment processes, and reduce friction for members. Reporting & Continuous Improvement Log feedback, track trends, and flag recurring errors or member pain points across propositions. Analyse performance and activity through systems including Tableau or equivalent reporting tools. Support platform optimisation by providing insight, feedback, and recommendations for product enhancements. Contribute to improving SLAs, TATs, and satisfaction metrics across digital services Other Duties Support testing of new platform features, benefits, or proposition journeys. Contribute ideas and enhancements that improve digital fulfilment and member experience. Undertake any other reasonable tasks aligned to the role. Systems & Tools Used The role requires confident daily use of: Ten Platform TenMaid Jira (issue logging & tracking) Supplier/Partnership Portals Microsoft Office (Outlook, Teams, Excel, Word) Genesys Tableau and reporting dashboards Behavioral Expectations As an Online Support Coordinator, you are expected to role‑model Ten’s core values: Member Focused, Trustworthy, Pioneering. This includes: Taking full ownership of cases and following through to resolution. Communicating clearly, respectfully, and professionally at all times. Proactively identifying improvements that enhance member experience. Demonstrating adaptability, curiosity, and a solutions‑driven mindset. Upholding accuracy, attention to detail, and high‑quality output.

Education, Experience & Competencies Required Fluent in English (written and spoken). Minimum 2 year experience in digital customer support, platform support, or similar operational environment. Strong research, problem‑solving, and investigation skills. Excellent written communication: grammar, structure, tone, and clarity. Proven experience delivering outstanding service to premium or high‑expectation customer groups. Ability to work independently, prioritise tasks, and manage deadlines effectively. High level of discretion when handling confidential information. Strong organisational skills and ability to handle multiple streams of work simultaneously. Desirable Experience working with events, benefits, propositions, or membership programs. Familiarity with CRM tools, digital platforms, or API‑driven systems. Sound commercial judgment and comfort liaising with external suppliers or partners. Working Hours Full-time position requiring 40 hours per week. Monday to Friday shifts, scheduled according to business demands. Flexible scheduling, including early or late shifts, to accommodate digital activities and peak operational periods. Guidelines for Hybrid/Home Office option: Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement, with up to 60% Home Office possibility. A secure home office at your confirmed address, free from background noise or other distractions Internet service must meet minimum requirements and minimum speed check must be complete

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also through annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way to support development. Rewards designed around you: A competitive salary depending on experience Hybrid working. You can combine working from home and working from the office. Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them. Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave. Extra Rewards. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten. Employer contributory company Medical Aid: We offer a comprehensive employer-contributory medical aid scheme designed to support the health and well-being of our employees. Through this benefit, the company makes regular contributions towards your medical aid plan, helping to significantly reduce your out-of-pocket medical expenses. Our aim is to ensure that you have access to quality healthcare services and peace of mind, knowing that your medical costs are partially covered. This benefit is part of our commitment to providing a supportive and caring work environment that prioritizes employee health and security. Remote Working Holidays - possibilities to Travel and Work anywhere in the world! Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would! Be part of our global, dynamic, and inclusive Team, with diversity at its core. Genuine career opportunities within a dynamic and international company. Who We Are Ten Lifestyle Group is an AIM-listed global travel and lifestyle concierge company founded in 1998 by Alex Cheatle and Andrew Long. Delivering unique travel, entertainment and dining experiences to the world, Ten is a vital part of the customer engagement strategies of leading premium financial services and consumer brands. Today, millions of members have access to Ten’s services across lifestyle, travel, dining, entertainment and retail benefits on behalf of over fifty clients including HSBC, Bank of America and Westpac. As well as offering a private membership tier, Ten serves some of the most valuable customers of the world's leading private banks, premium financial services and luxury brands. Corporate clients use Ten’s services to acquire, engage and retain affluent, high-net-worth customers. The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives. Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees. Its operations are underpinned by an increasingly sophisticated personalisation platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis. Looking ahead, Ten's strategy revolves around four key areas: Deliver a world-class member experience Invest in technology Expand contracts with new and existing clients Establish a foothold in new markets by leveraging its market-leading service proposition For more information, please watch Ten's Growth Engine Video https://tenlifestylegroup.com/investors/#growth-en... Commitment to Diversity We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs. “Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”