Client and Participant Support Associate

Location: On-site – Melrose Arch, Johannesburg
Employment Type: Full-Time
Industry: SaaS | Financial Services | Equity Compensation | Client Support

About the Role

Waters Edge Solutions is partnering with a cutting-edge share plan management platform to hire a Client and Participant Support Associate. This is a high-touch support role that bridges client success and participant services, perfect for a detail-oriented communicator who enjoys problem-solving in a fast-paced, global environment. You’ll assist with client onboarding, handle inbound support queries, and ensure an exceptional experience for plan participants around the world.

Key Responsibilities

• Support onboarding of new clients and accurate data migration

• Configure award issuance processes, templates, and client portals

• Handle inbound participant queries via calls and tickets (portal access, awards, exercises)

• Guide participants through navigation, vesting, and exercise processes

• Liaise with brokers and internal teams to ensure seamless processing and reporting

• Dispatch automated communications and reminders for plan events

• Log and escalate issues based on urgency and complexity

• Prepare reports, maintain client documentation, and suggest service improvements

What You’ll Bring

• Bachelor’s degree in Business, Commerce, HR, Operations, or related field (preferred)

• Excellent verbal and written communication skills

• High attention to detail and consistency in documentation

• Ability to explain complex information simply and clearly

• Comfort working in SLA-driven environments and live call queues

• Proficiency in spreadsheets and ticketing/CRM tools

• Flexibility to work rotating shifts across global time zones

Nice to Have

• Experience with share plans, equity compensation, or brokerage workflows

• Background in service desk, contact centre, or client onboarding roles

• Familiarity with HRIS integrations and CSV/Excel data templates

What’s On Offer

• Exposure to global clients and fast-growth fintech environments

• Opportunity to learn and grow within an ownership and equity-focused platform

• Collaborative team that values structured problem-solving and high-quality service delivery

• Hands-on experience at the intersection of financial services and SaaS technology

Company Culture

The company blends the agility of a startup with the infrastructure of a global Reg Tech group. You’ll join a close-knit team of experts, including developers, CFAs, and analysts, working at the intersection of finance, ownership, and automation. The culture values ownership, curiosity, and balance, offering high-impact roles and long-term career development in a global growth environment.

If you have not been contacted within 10 working days, please consider your application unsuccessful.