Remote Customer Support Lead

Placements24; Benoni; Hybrid; ZAR 550,000 - 850,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Comprehensive benefits

Remote work

Job summary

Placements24 is seeking a seasoned Remote Customer Support Lead for a fast-growing SaaS company. Lead a remote team, shape support strategy, and ensure exceptional service from a distributed team.

Responsibilities include KPI-driven operations, cross-functional collaboration, and staff training in a remote-first culture. Remote work with strong growth potential and career development.

Qualifications

• Minimum 5 years in customer support with leadership experience.
• Strong knowledge of best practices, tools and KPIs.
• Experience with SaaS products and cross-functional collaboration.

Responsibilities

• Lead, mentor, and manage a team of remote support reps.
• Develop and implement robust support strategies and policies.
• Oversee daily operations and ensure timely resolutions.
• Set and monitor KPIs to drive continuous improvement.
• Analyze data to identify trends and improvement opportunities.
• Collaborate with Product, Engineering and Sales teams.
• Manage tools selection and optimization for support.
• Deliver training on product knowledge and service skills.
• Act as escalation point for complex issues.

Skills

Leadership

Remote team mgmt

Analytics

Communication

SaaS knowledge

Education

Bachelor's degree in Business

Tools

Zendesk

Salesforce Service Cloud

Job description

About the Role

Our client, a fast-growing SaaS company, is seeking an experienced and results-driven Remote Customer Support Lead to spearhead their customer service operations. This is a fully remote position, offering significant flexibility and the opportunity to build and manage a high-performing support team from the ground up. You will be responsible for developing and implementing customer support strategies, ensuring exceptional service delivery, and fostering a culture of customer advocacy. The ideal candidate possesses strong leadership qualities, a deep understanding of customer support best practices, and a passion for leveraging technology to enhance customer experiences. This is a pivotal role for an ambitious individual looking to make a significant impact in a remote-first environment.

Key Responsibilities

• Lead, mentor, and manage a team of remote customer support representatives, fostering a positive and productive work environment.


• Develop and implement robust customer support strategies, policies, and procedures.


• Oversee daily support operations, ensuring timely and effective resolution of customer inquiries and issues.


• Establish and monitor key performance indicators (KPIs) for the support team, driving continuous improvement.


• Analyze support data to identify trends, pain points, and opportunities for product and service enhancements.


• Collaborate with other departments (Product, Engineering, Sales) to ensure a seamless customer experience.


• Manage the selection, implementation, and optimization of customer support tools and technologies.


• Develop and deliver training programs for support staff on product knowledge and service skills.


• Act as a point of escalation for complex customer issues, ensuring swift and satisfactory resolution.

Requirements

• A minimum of 5 years of experience in customer support, with at least 2 years in a leadership or management role.


• Proven track record of building and managing high-performing remote support teams.


• Deep understanding of customer support best practices, methodologies, and technologies (e.g., ticketing systems, knowledge bases, chat platforms).


• Excellent leadership, communication, and interpersonal skills.


• Strong analytical and problem-solving abilities, with experience in data analysis and reporting.


• Ability to develop and execute strategic plans for customer support.


• Experience with SaaS products and the software development lifecycle is highly desirable.


• Proficiency in CRM and customer support software (e.g., Zendesk, Salesforce Service Cloud).


• Bachelor's degree in Business Administration, Management, or a related field is preferred.

Benefits

This fully remote position offers a competitive salary, performance bonuses, and a comprehensive benefits package. Our client provides significant opportunities for professional development and career advancement within a rapidly growing company. You will be part of a dynamic, innovative, and supportive virtual team culture. Enjoy the flexibility and autonomy of working remotely while contributing to a company renowned for its cutting-edge technology and customer-centric values.