Lead Customer Support Specialist (Remote)

Placements24; Polokwane; Hybrid; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Private medical insurance

Retirement fund

Life cover

Professional development budget

Home office stipend

Remote work flexibility

Paid time off

Job summary

Placements24 is seeking a Lead Customer Support Specialist for a fully remote role within South Africa. You will guide a team of support pros, refine processes, and ensure top-tier client satisfaction in a remote-first environment.

The ideal candidate has extensive SaaS support experience, strong leadership, and expertise with CRM systems like Zendesk and Salesforce. Excellent English communication is essential, with a focus on metrics and continuous improvement.

Qualifications

• Minimum 6+ years in customer support or helpdesk roles with leadership experience.
• Proven ability to lead a remote support team.
• Strong troubleshooting skills in SaaS environments.

Responsibilities

• Lead and mentor a team of customer support specialists.
• Oversee daily support operations and ensure prompt responses.
• Develop and optimize support workflows and best practices.
• Act as escalation point for complex issues and expert troubleshooters.
• Analyze support data to identify trends and improvements.
• Collaborate with product/engineering to relay client feedback.
• Create and maintain knowledge base and training materials.
• Monitor KPIs and drive performance improvements.
• Foster collaborative, customer-focused team culture.
• Support hiring and onboarding of new team members.

Skills

Leadership

SaaS

Customer support

CRM systems

Zendesk

Salesforce

Remote work

Mentoring

Problem solving

Communication

Education

Bachelor's degree in Business, Computer Science or related field

Tools

Zendesk

Salesforce

Job description

About the Role

Our client, a rapidly scaling SaaS company specializing in project management tools, is seeking an experienced and dynamic Lead Customer Support Specialist to spearhead their fully remote support operations. This is a leadership role responsible for guiding a team of support professionals, refining support processes, and ensuring the highest levels of client satisfaction. You will be instrumental in driving efficient and effective customer issue resolution, mentoring team members, and acting as a subject matter expert for complex client challenges. The ideal candidate is a seasoned support professional with proven leadership capabilities, exceptional problem-solving skills, and a passion for fostering a positive team environment, all within a remote-first setting. You will have the autonomy to shape the customer support function and contribute significantly to the company's growth trajectory. This is a fully remote position, offering the flexibility to work from anywhere within South Africa, and requires strong self-discipline and communication skills. You will be a key advocate for our client's commitment to excellent customer service.

Key Responsibilities

• Lead, mentor, and manage a team of customer support specialists, providing guidance, training, and performance feedback.
• Oversee the daily operations of the customer support function, ensuring all client inquiries are handled promptly and effectively.
• Develop, implement, and optimize support workflows, processes, and best practices to enhance efficiency and customer satisfaction.
• Serve as an escalation point for complex customer issues, providing expert troubleshooting and resolution.
• Analyze support data and metrics to identify trends, root causes of recurring problems, and areas for improvement.
• Collaborate with product and engineering teams to communicate client feedback and advocate for product enhancements.
• Develop and maintain comprehensive knowledge base articles, training materials, and internal documentation.
• Monitor team performance against KPIs and implement strategies to achieve or exceed targets.
• Foster a collaborative and supportive team culture that prioritizes customer success.
• Contribute to hiring and onboarding new customer support team members.

Requirements

Minimum of 6 years of experience in customer support or helpdesk roles, with at least 2 years in a team lead or supervisory capacity. Proven ability to effectively manage and motivate a remote support team. Expertise in troubleshooting complex technical issues, particularly within SaaS environments. Exceptional communication, interpersonal, and problem-solving skills. Strong understanding of CRM systems (e.g., Zendesk, Salesforce) and support ticketing platforms. Experience in developing and refining support processes and documentation. Ability to work independently, prioritize tasks, and manage time effectively in a remote setting. Bachelor's degree in Business, Computer Science, or a related field, or equivalent practical experience. A proactive approach to identifying and resolving challenges. Excellent command of written and spoken English.

Benefits

Our client offers a highly competitive salary, significant performance-based bonuses, and a comprehensive benefits package including private medical insurance, retirement fund, and life cover. We invest in our employees' growth with a dedicated professional development budget, access to online learning platforms, and opportunities for leadership training. This role is fully remote, providing unparalleled flexibility and work-life balance. We offer a monthly home office stipend to ensure you have a comfortable and productive workspace. Regular virtual team-building activities and company-wide meetings foster connection and camaraderie. Generous paid time off, including vacation, sick leave, and public holidays, is provided. This is an exciting opportunity to lead and shape the customer support function in a growing tech company.