Customer Support Team Lead

Placements24; East London; Híbrido; ZAR 420.000 - 660.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Equipment provided

Professional development

Home office stipend

Bonuses

Descripción de la vacante

Placements24 is seeking an experienced Customer Support Team Lead to oversee a fully remote support operation. You will lead a dispersed team, drive performance, ensure SLA adherence, and foster a productive remote work culture.

The role emphasizes leadership, problem-solving, KPI tracking, and training development to elevate service quality across channels while coordinating with other departments for a seamless customer experience.

Formación

• 2+ years in a leadership or supervisory role in customer support.
• Experience leading a remote team of support specialists.
• Strong understanding of customer service KPIs and best practices.
• Excellent problem-solving, analytical, and decision-making skills.
• Outstanding communication, interpersonal, and coaching abilities.
• Proficiency with CRM systems and helpdesk software.
• Ability to work independently and manage multiple priorities in a remote setting.

Responsabilidades

• Lead, mentor, and motivate a remote team of customer support specialists to achieve goals.
• Oversee daily operations including ticket management, queue monitoring, and resource allocation.
• Ensure inquiries are resolved efficiently within SLAs.
• Develop and implement training programs to improve skills.
• Conduct regular performance reviews and provide feedback for career development.
• Analyze support metrics and identify trends to improve service quality.
• Act as escalation point for complex issues and provide guidance.
• Foster a positive remote team culture and collaborate with other departments.

Conocimientos

Leadership

Customer service

Remote team management

KPIs

Coaching

Analytical thinking

Educación

High school diploma or equivalent

Bachelor’s degree advantageous

Herramientas

CRM software

Helpdesk software

Collaboration tools

Descripción del empleo

About the Role

Our client is seeking an experienced and inspiring Customer Support Team Lead to manage their fully remote customer support operations. This position offers the flexibility to work entirely from home, empowering you to lead and motivate a dispersed team of support professionals. You will be instrumental in driving team performance, ensuring adherence to service level agreements, and fostering a positive and productive remote work environment. The ideal candidate possesses strong leadership qualities, excellent problem-solving skills, and a deep understanding of customer service best practices. If you are passionate about developing talent and optimizing support processes in a remote-first setting, this role is an excellent fit for you. This role is conceptually based in East London, Eastern Cape, ZA , but is a remote position.

Key Responsibilities

• Lead, mentor, and motivate a remote team of customer support specialists to achieve individual and team goals.
• Oversee daily operations, including ticket management, queue monitoring, and resource allocation.
• Ensure that all customer inquiries and issues are resolved efficiently, accurately, and within established SLAs.
• Develop and implement training programs to enhance the skills and knowledge of the support team.
• Conduct regular performance reviews, provide constructive feedback, and support career development for team members.
• Analyze support metrics and identify trends to improve service quality and operational efficiency.
• Act as an escalation point for complex customer issues, providing expert guidance and resolution.
• Foster a positive and collaborative remote team culture through effective communication and engagement strategies.
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints.

Requirements

• Proven experience in a customer support or helpdesk role, with at least 2 years in a leadership or supervisory capacity.
• Demonstrated ability to lead and manage a remote team effectively.
• Excellent understanding of customer service principles, KPIs, and best practices.
• Strong problem-solving, analytical, and decision-making skills.
• Exceptional communication, interpersonal, and coaching abilities.
• Proficiency with CRM systems, helpdesk software, and remote collaboration tools.
• Ability to work independently, manage multiple priorities, and maintain high standards in a remote environment.
• Experience in developing and delivering training programs is a plus.
• High school diploma or equivalent; a relevant tertiary qualification is advantageous.

Benefits

• Attractive annual salary of ZAR .
• Fully remote position offering maximum flexibility and autonomy.
• Opportunities for leadership development and career progression.
• Comprehensive training and access to professional development resources.
• Company-provided equipment and software licenses.
• Contribution towards home office setup and internet expenses.
• Performance-based bonuses and incentives.