Senior Customer Support Lead - Hybrid & Growth

Placements24; Willows (CA); Hybrid; USD 4,900 - 6,600; Full time

Benefits offered by this job

Hybrid work arrangement

Medical aid

Provident fund

Job summary

Placements24 is seeking a Senior Customer Support Advisor for its Welkom, Free State operations. This hybrid role blends remote work with in-office collaboration to handle complex inquiries, mentor junior staff, and help shape support strategies for a growing organization.

The ideal candidate has 3–5 years in customer support, excellent communication and negotiation skills, proficiency with CRM software and ticketing systems, and a track record of solving problems while guiding teammates toward

Qualifications

• 3–5 years in a customer support or client services role.
• At least 1 year in a senior or lead capacity.
• Excellent communication, interpersonal, and negotiation skills.
• Proficiency in CRM software and advanced support ticketing systems.

Responsibilities

• Handle complex customer issues and inquiries escalated from support tiers.
• Mentor and coach junior customer support staff.
• Analyze customer feedback and support metrics to identify areas for service improvement.
• Contribute to the creation and refinement of customer support policies and procedures.
• Act as a liaison between customers and other departments to ensure timely resolution of issues.
• Develop and maintain comprehensive knowledge of products and services.

Skills

Communication skills

Interpersonal skills

Negotiation skills

CRM software

Ticketing systems

Analytical skills

Problem solving

Leadership potential

Mentoring

Education

High school diploma

Bachelor's degree preferred

Tools

CRM software

Support ticketing systems

Job description

Placements24 is seeking a Senior Customer Support Advisor for its Welkom, Free State operations. This hybrid role blends remote work with in-office collaboration to handle complex inquiries, mentor junior staff, and help shape support strategies for a growing organization.

The ideal candidate has 3–5 years in customer support, excellent communication and negotiation skills, proficiency with CRM software and ticketing systems, and a track record of solving problems while guiding teammates toward