Fully Remote E-commerce Customer Service Lead

Placements24; Polokwane; Hybrid; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Competitive salary

Fully remote position

Health, dental, and vision insurance

Career development opportunities

Supportive remote team culture

Job summary

Placements24 is seeking a dedicated Remote E-commerce Customer Service Lead to manage a distributed support team and elevate customer experiences. You will set service standards, train and evaluate representatives, and implement best practices across email, chat, and phone channels.

The role emphasizes leadership in a fully remote environment, CRM optimization, and collaboration with other departments to resolve complex inquiries and improve satisfaction metrics.

Qualifications

• Proven experience in a Customer Service Lead or Manager role in an e-commerce environment.
• Experience managing and motivating remote teams effectively.
• Strong understanding of customer service principles, CRM systems, and best practices.
• Excellent communication, problem-solving, and interpersonal skills.

Responsibilities

• Lead, train, and mentor a remote team of customer service representatives to deliver outstanding support.
• Develop and implement customer service policies, procedures, and quality standards.
• Monitor customer interactions across channels to ensure adherence to quality guidelines.
• Handle escalated complaints and complex issues with professionalism.
• Utilize CRM software to track interactions, analyze trends, and identify improvements.

Skills

Remote team leadership

Customer service management

CRM proficiency

Communication skills

Tools

CRM software

Job description

Placements24 is seeking a dedicated Remote E-commerce Customer Service Lead to manage a distributed support team and elevate customer experiences. You will set service standards, train and evaluate representatives, and implement best practices across email, chat, and phone channels.

The role emphasizes leadership in a fully remote environment, CRM optimization, and collaboration with other departments to resolve complex inquiries and improve satisfaction metrics.