Remote Team Lead - Customer Support

Placements24; Queenstown; Hybrid; NZD 125,000 - 196,000; Full time

Benefits offered by this job

Performance-based bonuses

Home office stipend

Flexible schedule

Job summary

Placements24 is seeking a highly motivated Remote Team Lead for Customer Support to manage a distributed team of customer service professionals.

You will drive performance through KPIs, coach staff, and collaborate with other departments to improve processes, delivering exceptional support experiences from a remote-first organization.

Qualifications

• Proven experience as a Team Lead or Supervisor in remote customer support.
• Ability to motivate and manage remote teams.
• Strong understanding of customer support principles.
• Excellent problem-solving and communication skills.
• Proficiency with CRM systems and support software.

Responsibilities

• Lead, coach, and motivate a remote team to achieve targets.
• Monitor performance metrics and provide regular feedback.
• Develop strategies to improve processes and customer experience.
• Handle escalated customer issues with timely resolutions.
• Conduct regular team meetings and one-on-one sessions.
• Collaborate with other departments to share insights.

Skills

Leadership

Remote team management

Customer support knowledge

Communication skills

Problem solving

Tools

CRM systems

Customer support software

Job description

About the Role

Our client is seeking a highly motivated and experienced Remote Team Lead for Customer Support to manage a distributed team of customer service professionals. This role focuses on ensuring exceptional customer service delivery, supporting team members, and implementing strategies to enhance customer satisfaction across all communication channels. You will be instrumental in fostering a collaborative and high-performing remote work environment, driving key performance indicators, and championing customer-centric initiatives. The ideal candidate is a natural leader with a proven ability to manage remote teams effectively and a passion for delivering outstanding support experiences, contributing to the company's success from anywhere.

Key Responsibilities

• Lead, coach, and motivate a remote team of customer support representatives to achieve performance targets.
• Monitor team performance metrics (e.g., response times, resolution rates, CSAT) and provide regular feedback.
• Develop and implement strategies to improve customer support processes and enhance the overall customer experience.
• Handle escalated customer issues, providing timely and effective resolutions.
• Conduct regular team meetings and one-on-one sessions to ensure alignment and development.
• Collaborate with other departments to share customer insights and drive product/service improvements.

Requirements

• Proven experience as a Team Lead or Supervisor, preferably in a remote customer support environment.
• Demonstrated ability to manage and motivate remote teams effectively.
• Strong understanding of customer support principles and best practices.
• Excellent problem-solving, communication, and interpersonal skills.
• Proficiency with customer support software and CRM systems.
• Ability to work independently and manage time effectively in a remote setting.

Benefits

• Competitive salary with performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Home office setup stipend.
• Significant opportunities for professional growth and development in a remote-first organization.