Remote Customer Support Lead

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

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