Customer Service Team Lead - Remote

Placements24; Polokwane; Hybrid; ZAR 480,000 - 800,000; Full time

Benefits offered by this job

Salary package

Medical aid

Retirement plan

Professional development

Remote work

Equipment stipend

Job summary

Placements24 is seeking an experienced Customer Service Team Lead to manage a fully remote team across South Africa. The role focuses on mentoring agents, driving performance, and ensuring SLA adherence while maintaining a positive remote culture.

You will monitor metrics, coach staff, handle escalations, and partner with management to shape the customer experience. The ideal candidate brings 4+ years in customer service, with supervisory experience, excellent communication, and a proactive

Qualifications

• Minimum of 4 years in customer service, with at least 2 years in a supervisory or leadership role.
• Proven ability to lead and manage a remote team effectively.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices.
• Bachelor’s degree in Business Administration or a related field is preferred.

Responsibilities

• Lead, coach, and motivate a remote team of customer service representatives.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Manage daily workflow, schedules, and resource allocation to meet service level targets.
• Act as an escalation point for complex customer issues and assist team members in resolving them.
• Implement and refine customer service processes and best practices.
• Ensure adherence to quality standards and customer satisfaction metrics.
• Conduct team meetings, training sessions, and onboarding for new hires.
• Analyze performance data and report on key metrics to senior management.
• Foster a collaborative and supportive remote team culture.

Skills

Leadership

Remote team management

Communication

Conflict resolution

CRM systems

Performance coaching

Education

Bachelor’s in Business Administration

Tools

CRM software

Customer support software

Job description

About the Role

Our client, a fast-paced technology firm, is seeking an experienced and motivated Customer Service Team Lead to manage a remote team of customer service representatives. This is a fully remote position, offering the opportunity to lead and mentor a high-performing team from anywhere within South Africa, with strong collaboration expected with team members in the general time zone of Polokwane, Limpopo . The successful candidate will be responsible for overseeing daily operations, driving team performance, ensuring adherence to service level agreements, and fostering a positive and productive remote work environment. You will play a key role in shaping the customer experience and achieving departmental goals.

Key Responsibilities

• Lead, coach, and motivate a remote team of customer service representatives.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Manage daily workflow, schedules, and resource allocation to meet service level targets.
• Act as an escalation point for complex customer issues and assist team members in resolving them.
• Implement and refine customer service processes and best practices.
• Ensure adherence to quality standards and customer satisfaction metrics.
• Conduct team meetings, training sessions, and onboarding for new hires.
• Analyze performance data and report on key metrics to senior management.
• Foster a collaborative and supportive remote team culture.

Requirements

• Minimum of 4 years of experience in customer service, with at least 2 years in a supervisory or leadership role.
• Proven ability to lead and manage a remote team effectively.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM systems and customer support software.Ability to work independently and manage a remote team with minimal supervision.
• Proficiency in performance management and coaching techniques.
• A proactive approach to problem-solving and continuous improvement.
• Bachelor's degree in Business Administration or a related field is preferred.

Benefits

• This role offers a competitive salary and a comprehensive benefits package, including medical aid, a retirement plan, and opportunities for professional development.
• As a Yes fully remote position, you benefit from the flexibility to work from your preferred location.
• Our client provides all necessary resources and support for remote work, including potential equipment stipends and access to online collaboration tools.
• You will be part of a forward-thinking company that values its employees and invests in their growth.
• This is a fantastic opportunity to lead a talented team and make a significant impact from anywhere in South Africa, while aligning with the team’s focus around the Polokwane, Limpopo region.