Customer Support Team Lead - Remote

Placements24; Polokwane; Hybrid; ZAR 300.000 - 540.000; Vollzeit

Benefits dieser Stelle

Health insurance

Remote work

Paid time off

Leadership development

Career advancement

Remote collaboration tools

Retirement plan

Performance bonuses

Zusammenfassung

WhatJobs Direct seeks an experienced Customer Support Team Lead to manage a fully remote operations, guiding a team of support professionals and driving performance. You will coach, set SLAs, monitor metrics, and foster a collaborative virtual environment to enhance customer satisfaction on a global scale.

Ideal candidates bring 3+ years in customer support with at least 1 year in leadership, strong CRM and data analysis skills, and a proactive, results‑oriented mindset.

Qualifikationen

• 3+ years in a customer support role, with 1+ year in leadership or supervisory capacity.
• Experience managing remote teams effectively.
• Strong understanding of customer service principles, metrics and best practices.
• Excellent communication, coaching, and interpersonal skills.
• Proficient with CRM software and helpdesk ticketing systems.
• Ability to analyze data, identify trends and drive improvements.
• Proactive, results‑oriented leadership style.
• Bachelor’s degree or equivalent work experience; eligible to work remotely in South Africa.

Aufgaben

• Lead, mentor, and manage a remote Customer Support team.
• Set performance expectations and monitor metrics; provide feedback.
• Develop and implement strategies to improve service quality and efficiency.
• Handle escalated issues with timely resolutions.
• Conduct regular team meetings and one‑on‑ones to review performance.
• Recruit, train, and onboard new team members.
• Ensure adherence to SLAs and company policies.
• Analyze support data to identify trends and improvement areas.
• Collaborate with other departments for a seamless customer experience.
• Champion best practices in customer support and remote leadership.

Kenntnisse

Leadership

Communication

Coaching

Data analysis

CRM systems

Helpdesk software

Remote team leadership

Ausbildung

Bachelor's degree in Business Administration, Management, or a related field

Tools

CRM software

Ticketing systems

Jobbeschreibung

About the Role

Our client, WhatJobs Direct, a leader in the digital recruitment solutions industry, is seeking an experienced and dynamic Customer Support Team Lead to manage their fully remote customer support operations. This is a critical role responsible for guiding a team of support professionals, ensuring the delivery of exceptional customer service, and driving team performance. As a remote-first position, you will have the opportunity to lead and inspire your team from anywhere, fostering a collaborative and productive virtual environment. You will be instrumental in setting performance standards, coaching team members, and implementing strategies to enhance customer satisfaction and loyalty. The ideal candidate possesses strong leadership qualities, a deep understanding of customer service best practices, and a proven ability to manage a remote workforce effectively. This role requires a proactive approach to problem-solving and a commitment to fostering a positive team culture. Join WhatJobs Direct and play a key role in shaping the future of their customer support experience on a global scale.

Key Responsibilities

• Lead, mentor, and manage a team of remote Customer Support Representatives, fostering a positive and high-performing work environment.
• Set clear performance expectations, monitor team metrics (e.g., response times, resolution rates, customer satisfaction scores), and provide regular feedback.
• Develop and implement strategies to improve customer service quality and efficiency.
• Handle escalated customer issues, providing timely and effective resolutions.
• Conduct regular team meetings and one-on-one sessions to discuss performance, challenges, and development opportunities.
• Recruit, train, and onboard new members of the customer support team.
• Ensure adherence to company policies, procedures, and service level agreements (SLAs).
• Analyze support data to identify trends, insights, and areas for improvement in products and services.
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
• Champion best practices in customer support and remote team management.

Requirements

• Minimum of 3 years of experience in a customer support role, with at least 1 year in a leadership or supervisory capacity.
• Proven experience managing and leading remote teams effectively.
• Strong understanding of customer service principles, metrics, and best practices.
• Excellent communication, coaching, and interpersonal skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to analyze data, identify trends, and implement data-driven improvements.
• Strong problem-solving and decision-making abilities.
• A proactive and results-oriented leadership style.
• Bachelor's degree in Business Administration, Management, or a related field, or equivalent work experience.
• Must be legally authorized to work remotely within South Africa .

Benefits

• An annual salary of Rands.
• Fully remote position with significant autonomy and flexibility.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Opportunities for leadership development and career advancement.
• Access to advanced tools for remote team collaboration.
• Contribution to a retirement savings plan.
• Performance-based bonuses.