Remote Customer Support Lead - Team Growth & Excellence

Placements24; London Borough of Newham; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Competitive pay

Health insurance

PTO

Remote work

Equipment provided

Retirement plan

Bonuses

Leadership training

Tech tools access

Supportive culture

Job summary

Placements24 in the United Kingdom is seeking an experienced Remote Customer Support Lead to oversee a distributed team and shape a high-performance remote culture. You will mentor agents, drive service quality, analyze support data, and collaborate with other departments to improve customer experience. This role offers full remote flexibility and a focus on well-being.

Strong leadership, communication, and problem-solving skills are essential, with a track record of remote team success.

Qualifications

• Proven leadership of customer support teams, preferably remote.
• Excellent communication and interpersonal skills.
• Strong knowledge of customer service principles and best practices.
• Experience with CRM and helpdesk systems.
• Ability to motivate and develop remote staff.
• Experience with performance management and goal setting.
• Bachelor's degree or equivalent work experience.
• Ability to work independently in a remote setting.
• Home office setup with reliable internet.

Responsibilities

• Lead, manage, and motivate a team of remote customer support agents.
• Oversee daily customer support operations, ensuring efficiency and effectiveness.
• Set performance goals and metrics for the support team and monitor progress.
• Provide coaching, training, and feedback to team members to foster professional development.
• Handle escalated customer issues and ensure timely and satisfactory resolutions.
• Develop and implement best practices and standard operating procedures for customer support.
• Collaborate with other departments to improve overall customer experience.
• Analyze support data to identify trends, insights, and areas for improvement.
• Manage team schedules and workload to ensure adequate coverage.
• Contribute to hiring and onboarding processes for new support team members.

Skills

Leadership

Remote team management

Customer service

Performance management

Training & coaching

Data analysis

Education

Bachelor's degree or equivalent

Tools

CRM software

Helpdesk systems

Collaboration tools

Job description

Placements24 in the United Kingdom is seeking an experienced Remote Customer Support Lead to oversee a distributed team and shape a high-performance remote culture. You will mentor agents, drive service quality, analyze support data, and collaborate with other departments to improve customer experience. This role offers full remote flexibility and a focus on well-being.

Strong leadership, communication, and problem-solving skills are essential, with a track record of remote team success.