Remote Customer Service Lead

Placements24; Bloemfontein; Hybrid; ZAR 360,000 - 600,000; Full time

Job summary

Placements24 is seeking a highly motivated Remote Customer Service Lead to manage a distributed support team across South Africa. The role focuses on overseeing day-to-day operations, setting performance standards, and driving exceptional customer experiences across email, chat, and phone channels.

You will develop and implement service strategies that align with the client’s brand values, coach remote agents, and foster a positive team culture in a remote-first environment.

Qualifications

• Experience leading a distributed customer support team.
• Proven leadership skills in a remote setting.
• Ability to develop and implement customer service strategies.

Responsibilities

• Oversee day-to-day customer service operations.
• Set performance standards and coach team members.
• Ensure exceptional customer satisfaction across channels (email, chat, phone).

Job description

About the Role

Our client, a forward-thinking online retailer, is seeking a highly motivated and experienced Remote Customer Service Lead to manage and inspire their distributed customer support team. This is a fully remote position, offering the flexibility to work from anywhere within South Africa. The successful candidate will be responsible for overseeing day-to-day customer service operations, setting performance standards, training and coaching team members, and ensuring exceptional customer satisfaction across all channels (email, chat, phone). You will play a key role in developing and implementing customer service strategies that align with our client's brand values and business objectives. The ideal candidate will have a strong background in customer service management, proven leadership skills in a remote setting, and a passion for delivering outstanding customer experiences. This is an excellent opportunity to lead a dedicated team and shape the future of customer support in a dynamic, remote-first environment. Your leadership will be instrumental in fostering a positive and efficient team culture and ensuring our clients' customers receive unparalleled support.