Customer Support Lead (Remote)

Placements24; Riverton (UT); Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Remote work

Health & wellness benefits

Generous annual leave

Professional development opportunities

Company-provided equipment

Retirement savings plan

Employee Assistance Program

Flexible working hours

Job summary

Placements24 is seeking a Customer Support Lead to drive a remote support operation. You will lead a distributed team, maintain SLA compliance, and implement process improvements to elevate customer experiences.

This role emphasizes leadership, analytics, and collaboration across departments to ensure consistent, high-quality service from a home office. The ideal candidate has a strong track record in remote leadership, excellent communication, and a passion for customer advocacy in a

Qualifications

• Bachelor's degree in Business, Management, or related field.
• Proven experience leading remote support teams.
• Strong knowledge of best practices in customer service.
• Excellent problem-solving and decision-making skills.
• Proficiency with helpdesk software and CRM systems.

Responsibilities

• Lead, coach, and mentor a remote customer support team to meet performance targets.
• Oversee daily operations and ensure timely resolution across channels.
• Analyze metrics and feedback to drive continuous improvement.
• Handle escalated issues and provide guidance on complex problems.
• Develop and refine support processes, policies, and SLAs.
• Collaborate with other departments to ensure a seamless customer experience.
• Forecast workload and participate in scheduling for the remote team.
• Maintain high standards of service quality and customer advocacy.

Skills

Leadership

Remote team management

Customer service

CRM systems

Communication

Problem-solving

Education

Bachelor's degree in Business/Management

Tools

CRM software

Helpdesk software

Job description

About the Role

Our client is seeking an experienced and dynamic Customer Support Lead to spearhead their remote customer support operations. This leadership role is crucial for guiding a team of support agents, ensuring the delivery of exceptional service, and driving continuous improvement in our support processes. As a fully remote position, you will manage and mentor your team from your home office, fostering a high-performance culture and ensuring all service level agreements are met. We are looking for a leader with strong operational skills, excellent communication abilities, and a passion for customer advocacy. This is an excellent opportunity to take on a leadership role in a remote-first environment, contributing to our company's success from anywhere, with our primary operational hub located in **Upington, Northern Cape**.

Key Responsibilities

• Lead, coach, and mentor a team of remote customer support representatives to achieve performance goals.
• Oversee daily support operations, ensuring timely and effective resolution of customer inquiries across all channels.
• Monitor team performance, identify training needs, and implement development plans.
• Handle escalated customer issues and provide guidance to team members on complex problem-solving.
• Develop and refine support processes, policies, and procedures to enhance efficiency and customer satisfaction.
• Analyze support metrics and customer feedback to identify trends and areas for improvement.
• Collaborate with other departments to ensure a cohesive customer experience.
• Maintain high standards of quality assurance and customer service excellence.
• Contribute to workforce planning and scheduling for the remote support team.
• Foster a positive and collaborative remote team environment.

Requirements

• Proven experience in customer support, with significant experience in a leadership or supervisory role.
• Demonstrated ability to lead and motivate remote teams effectively.
• Strong understanding of customer service best practices and support operations.
• Excellent problem-solving, analytical, and decision-making skills.
• Proficiency with helpdesk software, CRM systems, and remote collaboration tools.
• Exceptional communication, interpersonal, and conflict-resolution skills.
• Ability to manage multiple priorities and drive results in a fast-paced environment.
• Bachelor's degree in Business, Management, or a related field is preferred.
• Experience with performance management and coaching.
• Reliable internet connection and a suitable home office setup for remote work.

Benefits

• Annual salary of R , paid to you remotely.
• Full remote work arrangement with no office requirement.
• Comprehensive health and wellness benefits package.
• Generous annual leave and paid public holidays.
• Opportunities for remote professional development and virtual training.
• Access to modern remote work tools and collaboration platforms.
• Flexible working hours within defined core collaboration periods.
• Company-provided equipment (laptop, etc.).
• Retirement savings plan.
• Employee Assistance Program (EAP).