Remote Customer Service Manager — Lead Strategy & Team

Placements24; East London; Hybrid; ZAR 700,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Remote work

Professional development

Cutting-edge technology

Paid time off

Job summary

Placements24 in South Africa seeks a seasoned Customer Service Manager to lead remote support operations anchored to East London. You will shape the service strategy, drive customer satisfaction, and align support with Sales, Product and Marketing.

The role requires building high-performing remote teams, implementing KPI frameworks, and adopting new technologies to enhance efficiency. Occasional travel to East London may be required as part of close collaboration.

Qualifications

• 7+ years in customer service management with leadership.
• Proven record of developing and executing service strategies.
• Experience leading remote teams.
• Strong analytical and reporting skills.
• Excellent communication and stakeholder management.

Responsibilities

• Develop and implement customer service strategies.
• Lead and mentor remote representatives.
• Oversee daily support operations.
• Set and monitor KPIs.
• Analyze feedback and metrics for improvements.
• Manage escalations and resolution of complex issues.
• Collaborate with Sales, Product, Marketing.
• Identify training needs and develop programs.
• Champion a customer-centric culture.
• Evaluate new technologies to improve experience.

Skills

Leadership

Remote team management

Customer service strategy

Data analysis

CRM proficiency

Education

Bachelor's degree in Business Administration

Tools

CRM systems

Support software

Job description

Placements24 in South Africa seeks a seasoned Customer Service Manager to lead remote support operations anchored to East London. You will shape the service strategy, drive customer satisfaction, and align support with Sales, Product and Marketing.

The role requires building high-performing remote teams, implementing KPI frameworks, and adopting new technologies to enhance efficiency. Occasional travel to East London may be required as part of close collaboration.