Customer Support Lead

Placements24; East London; Hybrid; ZAR 500,000 - 900,000; Full time

Benefits offered by this job

Fully remote position

Competitive bonuses

Health insurance

Paid time off

Career development

Job summary

Placements24 seeks an experienced Customer Support Lead to spearhead a fully remote service operation. You will guide and mentor a team of support specialists, setting goals, optimizing workflows, and upholding exceptional service standards in a virtual environment.

In this leadership role you will monitor metrics, handle escalations, train new hires, and collaborate with other departments to resolve systemic issues while promoting a high-performing, customer-focused culture across the

Qualifications

• Proven experience in a customer support role with supervisory experience.
• Strong understanding of customer service principles and best practices.
• Excellent communication, coaching, and conflict resolution skills.
• Ability to manage and motivate a remote team effectively.
• Proficiency in using CRM systems and customer support software.
• Bachelor's degree in a relevant field or equivalent work experience.

Responsibilities

• Lead, mentor, and manage a team of customer support representatives, fostering their professional development.
• Set team performance goals and monitor key metrics to ensure high levels of customer satisfaction.
• Develop and implement strategies to improve customer service efficiency and effectiveness.
• Handle escalated customer issues and complaints, ensuring timely and satisfactory resolutions.
• Train new team members on company policies, procedures, and best practices.
• Collaborate with other departments to identify and address systemic customer issues.

Skills

Customer support leadership

Communication skills

Conflict resolution

Remote team management

Education

Bachelor's degree or equivalent

Tools

CRM systems

Customer support software

Job description

About the Role

Our client is seeking an experienced and inspiring Customer Support Lead to spearhead their fully remote customer service operations. In this leadership role, you will guide and mentor a team of customer support specialists, ensuring the delivery of exceptional service standards. You will be responsible for setting team goals, optimizing workflows, and fostering a positive, high-performing team culture in a virtual environment. This is a critical position that requires strong leadership qualities, excellent communication skills, and a deep understanding of customer service best practices. The ideal candidate is a proactive leader adept at managing and motivating remote teams.

Key Responsibilities

• Lead, mentor, and manage a team of customer support representatives, fostering their professional development.


• Set team performance goals and monitor key metrics to ensure high levels of customer satisfaction.


• Develop and implement strategies to improve customer service efficiency and effectiveness.


• Handle escalated customer issues and complaints, ensuring timely and satisfactory resolutions.


• Train new team members on company policies, procedures, and best practices.


• Collaborate with other departments to identify and address systemic customer issues.

Requirements

• Proven experience in a customer support role, with demonstrated leadership or supervisory experience.


• Strong understanding of customer service principles and best practices.


• Excellent communication, coaching, and conflict resolution skills.


• Ability to manage and motivate a remote team effectively.


• Proficiency in using CRM systems and customer support software.


• Bachelor's degree in a relevant field or equivalent work experience.

Benefits

• Competitive annual salary and performance-based bonuses.


• Fully remote position, offering unparalleled flexibility and autonomy.


• Comprehensive health, dental, and vision insurance.


• Generous paid time off and company holidays.


• Opportunities for leadership development and career advancement.


• A collaborative and supportive virtual team environment.