Lead Customer Support Manager - WhatJobs Direct

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

Our client, a rapidly growing technology firm, is seeking a highly experienced and strategic Lead Customer Support Manager to spearhead their remote support operations. This critical role, fully remote, will oversee the customer support function, ensuring the delivery of exceptional service and driving continuous improvement in support processes and team performance. You will be responsible for managing a global team of support professionals, fostering a high-performance culture, and acting as the voice of the customer within the organization. We are looking for a visionary leader with a proven track record in customer service management, excellent strategic thinking abilities, and a passion for building and developing high-performing teams. This remote-first leadership opportunity offers the chance to make a significant impact on customer satisfaction and loyalty. Join our client and lead the charge in shaping the future of customer support. Our client offers a stimulating environment with ample opportunities for professional growth and influence within the organization. The focus is on fostering a proactive, client-centric support model that aligns with our client's growth objectives and industry leadership.

Key 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 key performance indicators (KPIs) for the support team, driving continuous improvement.
• Oversee the resolution of complex customer issues, ensuring timely and satisfactory outcomes.
• Collaborate with cross-functional teams (product, sales, engineering) to improve customer experience and address feedback.
• Manage support budgets and resources effectively.
• Develop and maintain comprehensive 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.

Requirements

• Proven experience (7+ years) in customer support management or a leadership role within a customer-facing technical environment.
• Demonstrated success in managing and developing high-performing support teams, preferably in a remote setting.
• Strong strategic thinking and analytical skills, with the ability to translate business objectives into actionable support plans.
• Excellent understanding of customer support best practices, technologies, and metrics.
• Exceptional communication, interpersonal, and leadership skills.
• Experience with CRM systems, helpdesk software, and other support platforms.
• Ability to manage multiple priorities and make sound decisions under pressure.
• Bachelor's degree in Business, Management, or a related field; an MBA or advanced degree is a plus.
• Experience in the technology or SaaS industry is highly preferred.
• Proven ability to work effectively and lead remotely.

Benefits

• Fully remote leadership position with global team oversight.
• Executive-level salary and comprehensive bonus package.
• Top-tier health, dental, and vision insurance.
• Generous retirement savings plan with significant employer match.
• Substantial opportunities for professional development, executive coaching, and career advancement.
• Opportunity to influence company strategy and direction.
• Dynamic, innovative, and collaborative global work environment.
• Home office stipend and professional development budget.
• Generous paid time off and company holidays.
• Stock options package.