Remote Customer Support Lead - Randburg

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

About the Role

Our client, a fast-growing SaaS company, is seeking a highly experienced and motivated Remote Customer Support Lead to spearhead their remote customer support operations. Based anywhere within South Africa but requiring a strong connection to the team's hub in Randburg , this role is critical in defining and implementing best-in-class customer support strategies for a global user base. The ideal candidate will possess exceptional leadership skills, a deep understanding of customer support best practices in a remote setting, and a proven track record of building and managing high-performing support teams. You will be responsible for driving customer satisfaction, efficiency, and continuous improvement within a fully remote framework. This position offers the unique advantage of a remote-first work environment while still being a vital part of a globally recognized company.

Key Responsibilities

• Lead, mentor, and manage a remote team of customer support professionals, fostering a high-performance culture.
• Develop, implement, and refine customer support policies, procedures, and standards for a remote-first environment.
• Oversee daily support operations, ensuring timely and effective resolution of customer inquiries across multiple channels (email, chat, phone).
• Monitor key performance indicators (KPIs) such as response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS), and implement strategies for improvement.
• Collaborate with product, engineering, and sales teams to advocate for customer needs and ensure a cohesive customer experience.
• Develop and deliver comprehensive training programs for new and existing support agents, focusing on product knowledge and support best practices.
• Manage the customer support knowledge base, ensuring content is accurate, up-to-date, and easily accessible.
• Identify trends and patterns in customer issues and provide actionable feedback to relevant departments for product enhancement.
• Utilize and optimize CRM and helpdesk software to streamline support processes and improve efficiency.
• Drive initiatives to enhance customer self-service options and proactively engage customers to improve their experience.

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or management role.
• Proven experience managing remote or distributed teams effectively.
• In-depth knowledge of customer support best practices, tools, and technologies (e.g., Zendesk, Salesforce, Intercom).
• Exceptional leadership, coaching, and team-building skills.
• Strong analytical and problem-solving abilities, with a data‑driven approach to decision‑making.
• Excellent communication, presentation, and interpersonal skills.
• Ability to thrive in a fast‑paced, dynamic, and fully remote work environment.
• Proficiency in developing and managing KPIs for customer support teams.
• Must have reliable internet connectivity and a dedicated home office setup.

Benefits

• Our client offers a competitive salary package with significant performance-based bonuses and potential for stock options.
• Comprehensive private health insurance, including dental and vision coverage, is provided.
• Employees enjoy generous paid time off and flexible working hours.
• Opportunities for continuous professional development, including leadership training and industry certifications, are a priority.
• The company culture emphasizes collaboration, innovation, and work-life balance, all within a fully remote setting.
• This role allows you to contribute to a global product's success from anywhere in South Africa .