Customer Support Lead (Remote)

Placements24; Upington; Hybrid; ZAR 420,000 - 720,000; Full time

Benefits offered by this job

Competitive salary with bonuses

Fully remote work

Health and wellness benefits

Growth and leadership development

Shape customer experience

Job summary

Placements24 is seeking an experienced and empathetic Customer Support Lead to manage our remote customer service team. This role focuses on setting high standards for support, training and mentoring, and resolving complex issues to ensure outstanding customer experiences in a fully remote environment.

You will oversee daily operations, implement support strategies, track KPIs, and drive customer loyalty. The ideal candidate demonstrates strong leadership, excellent communication, and a proven

Qualifications

• Proven experience in a Customer Support management or lead role, preferably remote.
• Strong leadership and communication skills.
• Experience with CRM systems.

Responsibilities

• Lead, mentor, and manage a team of remote customer support representatives.
• Develop and implement customer support policies and procedures to ensure consistent, high-quality service.
• Handle escalated customer inquiries and complex issues with professionalism and efficiency.
• Monitor KPIs for the support team and drive continuous improvement.
• Train new team members and provide ongoing coaching and development.
• Analyze customer feedback and identify trends to improve products and services.

Skills

Remote team leadership

Customer support leadership

Communication excellence

CRM proficiency

Tools

CRM systems

Job description

About the Role

Our client is seeking an experienced and empathetic Customer Support Lead to manage their remote customer service team. This role is pivotal in ensuring outstanding customer experiences by setting high standards for support, training and mentoring team members, and resolving complex customer issues. You will be responsible for overseeing daily operations, implementing support strategies, and contributing to the continuous improvement of customer satisfaction metrics. The ideal candidate is a natural leader, an excellent communicator, and thrives in a dynamic, fully remote environment, dedicated to fostering customer loyalty and retention.

Key Responsibilities

• Lead, mentor, and manage a team of remote customer support representatives.
• Develop and implement customer support policies and procedures to ensure consistent, high-quality service.
• Handle escalated customer inquiries and complex issues with professionalism and efficiency.
• Monitor key performance indicators (KPIs) for the support team and drive continuous improvement.
• Train new team members and provide ongoing coaching and development.
• Analyze customer feedback and identify trends to improve products and services.

Requirements

• Proven experience in a Customer Support management or lead role, preferably in a remote setting.
• Strong understanding of customer service principles and best practices.
• Excellent leadership, coaching, and communication skills.
• Proficiency with customer support software and CRM systems.
• Ability to manage a remote team effectively and foster a collaborative virtual environment.
• Problem-solving skills and a commitment to customer satisfaction.

Benefits

• Competitive salary and potential for bonuses based on team performance.
• Fully remote work opportunity, offering unparalleled flexibility.
• Comprehensive health and wellness benefits package.
• Opportunities for professional growth and leadership development.
• Be a key player in shaping the customer experience for a growing company.