Customer Support Lead

Placements24; George; Hybrid; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Fully remote

Job summary

Placements24 seeks a Customer Support Lead to manage a remote support team in George, Western Cape. You will guide daily operations, set service standards, and mentor agents to deliver exceptional customer care across channels.

Applicants should have 2+ years in a supervisory role, strong communication, and proficiency with CRM/helpdesk tools. This fully remote role offers flexibility, performance bonuses, and opportunities for professional growth.

Qualifications

• 2+ years in a supervisory or leadership role in customer service.
• Proven ability to lead and motivate a remote team while maintaining service quality.
• Excellent communication, interpersonal and conflict-resolution skills.

Responsibilities

• Lead, train, and mentor a team of customer support representatives, fostering a positive and productive work environment.
• Oversee daily support operations, ensuring efficient handling of inquiries across channels.
• Set performance goals and KPIs for the team, monitor performance and provide feedback.
• Develop and implement improved customer service processes to enhance efficiency and satisfaction.
• Handle escalated customer issues professionally and resolve them effectively.
• Analyze support data and feedback to identify trends and improvements.
• Collaborate with product, marketing, and sales to address customer needs.
• Create and maintain training materials and knowledge base articles.
• Ensure adherence to company policies and SLAs.

Skills

Leadership

Remote leadership

Customer service

CRM software

Data analysis

Time management

Education

High school diploma

Tools

CRM software

Helpdesk systems

Remote collaboration tools

Job description

About the Role

Our client, a rapidly expanding online retail company, is looking for an experienced and motivated Customer Support Lead to manage their remote support team in George, Western Cape. This leadership role is crucial for overseeing daily operations, ensuring high-quality customer service delivery, and mentoring a team of support agents. You will be responsible for setting performance standards, identifying training needs, and implementing strategies to enhance customer satisfaction. This position is fully remote, offering the flexibility to work from anywhere. We are seeking a natural leader with excellent problem-solving skills, a strong work ethic, and a passion for customer service excellence. Your ability to motivate a team and drive results will be key to success in this role.

Key Responsibilities

Lead, train, and mentor a team of customer support representatives, fostering a positive and productive work environment. Oversee daily support operations, ensuring efficient handling of customer inquiries and issues across all channels. Set performance goals and KPIs for the support team, monitoring performance and providing regular feedback. Develop and implement improved customer service processes and strategies to enhance efficiency and satisfaction. Handle escalated customer issues and complaints, resolving them effectively and professionally. Analyze support data and customer feedback to identify trends and areas for improvement. Collaborate with other departments (e.g., product, marketing, sales) to ensure alignment and address customer needs. Create and maintain training materials and knowledge base articles for the support team. Ensure adherence to company policies and service level agreements.

Requirements

Proven experience in a customer service role, with at least 2 years in a supervisory or leadership capacity. Demonstrated ability to lead and motivate a team, particularly in a remote setting. Excellent communication, interpersonal, and conflict-resolution skills. Strong understanding of customer service principles and best practices. Proficiency with CRM software, helpdesk systems, and remote collaboration tools. Ability to analyze data and generate reports to inform decision-making. High school diploma or equivalent; further education or certifications in management or customer service are a plus. Must have a reliable internet connection and a suitable home office setup for remote work. Strong organizational and time-management skills.

Benefits

This role offers a competitive salary, performance bonuses, and the significant benefit of a fully remote work arrangement. Our client provides excellent opportunities for professional development and career advancement. You will be part of a dynamic and growing company with a strong focus on employee success and well-being. Enjoy a supportive team culture where your leadership contributions are valued. This is a fantastic opportunity to advance your career into management within the customer service field.