Remote Customer Support Lead

Placements24; Centurion; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Highly competitive salary

Comprehensive medical aid

Retirement fund with matching

Generous annual bonus structure

Work from anywhere

Job summary

Placements24 is seeking an experienced Remote Customer Support Lead to guide a distributed, fully remote team from anywhere in South Africa. You will set performance goals, monitor outcomes, and drive strategies to boost customer satisfaction and loyalty.

You will oversee daily ticket operations, analyze data to identify trends, and work with Product, Sales, and Engineering to ensure a cohesive customer experience. Strong leadership and data-driven decision making are essential.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• Minimum of 5-7 years in customer support with at least 3 years in a leadership role.
• Proven experience managing and developing remote teams.
• Excellent leadership, coaching, and interpersonal skills.
• Strong analytical and problem-solving abilities with a data-driven approach.
• Excellent communication, presentation, and organizational skills.
• Proficiency with CRM systems, helpdesk software, and remote collaboration tools.
• Ability to thrive in a fast-paced, fully remote work environment.

Responsibilities

• Lead, mentor, and manage a distributed team of remote customer support professionals.
• Set clear performance goals and KPIs for the team, monitor progress, and provide regular feedback.
• Develop and implement strategies to enhance customer satisfaction, retention, and loyalty.
• Oversee daily operations of the customer support function, ensuring efficient ticket management and timely resolution of issues.
• Analyze support data and customer feedback to identify trends and training needs.
• Collaborate with Product, Sales, and Engineering to ensure a cohesive customer experience.
• Develop and maintain comprehensive support documentation and knowledge base articles.
• Recruit, onboard, and train new remote support team members.
• Ensure adherence to company policies, quality standards, and security protocols.

Skills

Leadership

Remote team management

Data-driven decision making

CRM systems proficiency

Communication skills

Training and onboarding

Education

Bachelor's degree in Business Administration, Management, or related field

Tools

CRM systems

Helpdesk software

Remote collaboration tools

Job description

About the Role

Our client, a globally recognized leader in digital services, is seeking an experienced and highly motivated Remote Customer Support Lead to guide their remote support team. This position is pivotal in ensuring the highest standards of customer service delivery and operational efficiency. You will be responsible for managing a team of support specialists, driving performance metrics, and fostering a culture of excellence, all within a fully remote setup. This is an exceptional opportunity for a seasoned leader to make a significant impact from their home office. The role demands strong leadership, excellent communication, and a deep understanding of customer service operations. This role requires you to be based anywhere within South Africa, working remotely.

Key Responsibilities

• Lead, mentor, and manage a distributed team of remote customer support professionals.
• Set clear performance goals and KPIs for the team, monitor progress, and provide regular feedback.
• Develop and implement strategies to enhance customer satisfaction, retention, and loyalty.
• Oversee the daily operations of the customer support function, ensuring efficient ticket management and timely resolution of issues.
• Analyze support data and customer feedback to identify trends, areas for improvement, and training needs.
• Collaborate with other departments (e.g., Product, Sales, Engineering) to ensure a cohesive customer experience.
• Develop and maintain comprehensive support documentation, knowledge base articles, and training materials.
• Recruit, onboard, and train new remote support team members.
• Ensure adherence to company policies, quality standards, and security protocols.

Requirements

• Minimum of 5-7 years of experience in customer support, with at least 3 years in a leadership or management role.
• Proven experience managing and developing remote teams.
• Exceptional leadership, coaching, and interpersonal skills.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Excellent communication, presentation, and organizational skills.
• Proficiency with CRM systems, helpdesk software, and remote collaboration tools.
• Ability to thrive in a fast-paced, dynamic, and fully remote work environment.
• Bachelor's degree in Business Administration, Management, or a related field, or equivalent experience.
• Must be comfortable and equipped for a fully remote working arrangement.

Benefits

• Our client offers a highly competitive salary, comprehensive medical aid, a retirement fund with matching contributions, and a generous annual bonus structure.
• This role provides unparalleled flexibility and the opportunity to work from anywhere.
• We offer significant opportunities for professional growth and career advancement within a global organization.
• Join our client and lead a high-performing, remote team dedicated to delivering world-class customer support.
• We foster a culture of innovation, collaboration, and continuous learning.