Global Remote Support Leader | Strategy & Team Growth

Placements24; Sandton; Hybrid; ZAR 900,000 - 1,400,000; Full time

Benefits offered by this job

Executive-level compensation package

Health, dental, and vision insurance

Retirement savings with employer match

Home office stipend

Professional development budget

Stock options package

Generous paid time off and holidays

Executive coaching and career growth

Job summary

Placements24 is seeking a Lead Customer Support Manager to spearhead our remote support operations. You will oversee a global team, drive continuous improvement, and act as the voice of the customer across the organization.

This remote-first leadership role focuses on building a proactive, client-centric support model in alignment with our growth objectives and industry leadership. A visionary leader with 7+ years of experience is ideal.

Qualifications

• 7+ years in customer support management or a leadership role in a technical environment.
• Proven success in developing high-performing remote support teams and driving KPIs.
• Strong strategic thinking and ability to translate goals into action plans.
• Deep understanding of customer support best practices, technologies, and metrics.
• Excellent communication and leadership skills; able to influence cross-functional teams.

Responsibilities

• Lead, mentor, and manage a global team of customer support professionals, fostering a high-performance culture.
• Develop and implement strategic customer support initiatives to enhance service quality and efficiency.
• Define and monitor KPIs for the support team, driving continuous improvement.
• Oversee resolution of complex customer issues with timely, satisfactory outcomes.
• Collaborate with product, sales, and engineering to improve customer experience and feedback processes.
• Manage support budgets and resources effectively.
• Develop and maintain support policies, procedures, and knowledge base content.
• Implement and optimize customer support tools and technologies.
• Analyze support trends and provide insights to inform business decisions and product development.
• Champion the voice of the customer throughout the organization.

Skills

Leadership

Strategic thinking

Remote leadership

Data-driven management

Customer-centric mindset

Education

Bachelor's degree in Business/Management

MBA or advanced degree (plus)

Tools

CRM systems

Helpdesk software

Job description

Placements24 is seeking a Lead Customer Support Manager to spearhead our remote support operations. You will oversee a global team, drive continuous improvement, and act as the voice of the customer across the organization.

This remote-first leadership role focuses on building a proactive, client-centric support model in alignment with our growth objectives and industry leadership. A visionary leader with 7+ years of experience is ideal.