Remote Customer Support Lead – Global SaaS

Placements24; Southampton; Hybrid; GBP 27,000 - 40,000; Full time

Benefits offered by this job

Performance-based bonuses

Private health insurance (dental &

Job summary

Placements24 is seeking a Remote Customer Support Lead to oversee a global, remote-first support operation. You will lead a distributed team, define best-practice policies, and drive customer satisfaction and efficiency across channels.

Ideal candidates have 5+ years in customer support, strong leadership, and hands-on experience with Zendesk, Salesforce or Intercom. The role offers remote work with opportunities for professional development and stock options.

Qualifications

• 5+ years in customer support, with at least 2 years in a leadership role.
• Proven experience managing remote or distributed teams.
• Proficiency with Zendesk, Salesforce or Intercom.
• Strong analytical and data-driven decision-making.
• Excellent communication and stakeholder management.

Responsibilities

• Lead, mentor, and manage a remote team of customer support professionals.
• Develop, implement, and refine remote-first customer support policies and standards.
• Oversee daily support operations across multiple channels (email, chat, phone).
• Monitor KPIs (response/resolve time, CSAT, NPS) and drive improvements.
• Collaborate with product, engineering, and sales to advocate for customers.
• Deliver comprehensive training programs for agents on product knowledge and best practices.
• Maintain and update the customer support knowledge base.

Skills

Leadership

Remote team leadership

Data-driven decisions

Advanced communication

Education

Bachelor's degree in Business Administration or related field

Tools

Zendesk

Salesforce

Intercom

Job description

Placements24 is seeking a Remote Customer Support Lead to oversee a global, remote-first support operation. You will lead a distributed team, define best-practice policies, and drive customer satisfaction and efficiency across channels.

Ideal candidates have 5+ years in customer support, strong leadership, and hands-on experience with Zendesk, Salesforce or Intercom. The role offers remote work with opportunities for professional development and stock options.