Remote Customer Support Lead

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

Benefits offered by this job

Remote work

Health benefits

Home office allowance

Professional development

Training resources

Global team culture

Job summary

Placements24 is seeking an experienced Remote Customer Support Lead to oversee a globally distributed support team. This fully remote role focuses on delivering exceptional service, mentoring agents, and driving performance in a scalable, customer-centric environment.

You will shape support processes, coach team members, and collaborate with other departments to ensure a seamless customer experience across regions. Strong leadership and remote-work proficiency are essential.

Qualifications

• Experience leading remote customer support teams.
• Proven track record in service level management and customer advocacy.
• Strong analytical skills to monitor KPIs and drive improvements.
• Excellent communication and interpersonal abilities in a remote setting.
• Familiarity with helpdesk platforms and collaboration tools.

Responsibilities

• Lead, mentor, and manage a distributed team of remote customer support agents.
• Oversee daily operations and ensure adherence to SLAs.
• Develop strategies to improve customer satisfaction and retention.
• Monitor KPIs and provide performance reports.
• Conduct performance reviews and identify training needs.
• Collaborate with other departments to optimize the customer journey.
• Stay current with industry trends in remote support.

Skills

Remote team leadership

Customer support leadership

SLA management

KPIs & reporting

Communication

Helpdesk software

Decision making

Education

Bachelor's degree

Tools

Helpdesk software

Remote collaboration tools

Job description

About the Role Our client is revolutionizing the customer experience landscape and is seeking an experienced and driven Remote Customer Support Lead to manage their globally distributed support team. This is a fully remote position, offering the flexibility to work from anywhere. As a Lead, you will be responsible for overseeing the daily operations of the customer support function, ensuring exceptional service delivery, and driving team performance. You will mentor and guide a team of remote support agents, foster a positive and productive team culture, and implement strategies to enhance customer satisfaction and loyalty. This role requires exceptional leadership skills, a deep understanding of remote team management, and a passion for customer advocacy. If you thrive in a remote-first environment and excel at leading teams to success, we want to hear from you.

Key Responsibilities

• Lead, manage, and mentor a team of remote customer support agents.
• Oversee the daily operations of the customer support function, ensuring adherence to service level agreements (SLAs).
• Develop and implement strategies to improve customer satisfaction, loyalty, and retention.
• Monitor key performance indicators (KPIs) and provide regular reports on team performance.
• Conduct performance reviews, provide constructive feedback, and identify training needs for team members.
• Foster a collaborative and supportive remote team environment.
• Handle escalated customer issues and ensure timely and effective resolution.
• Contribute to the development and refinement of support processes and policies.
• Collaborate with other departments to ensure a cohesive customer experience.
• Stay up-to-date with industry trends and best practices in remote customer support.

Requirements

• Proven experience in a customer support leadership role, managing remote teams.
• Demonstrated ability to effectively lead, motivate, and develop a distributed team.
• Excellent understanding of customer support best practices and performance metrics.
• Strong problem-solving and decision-making skills.
• Exceptional communication and interpersonal skills, comfortable working in a remote setting.
• Proficiency with helpdesk software and other remote collaboration tools.
• Ability to manage complex customer escalations effectively.
• Experience in developing and implementing support strategies.
• Bachelor's degree or equivalent practical experience.
• A strong commitment to delivering outstanding customer service from a remote location.

Benefits

• Competitive salary and performance-based incentives.
• Fully remote work environment, offering ultimate flexibility.
• Comprehensive health benefits package.
• Opportunities for professional growth and leadership development.
• Generous allowance for home office setup.
• Access to online training and professional development resources.
• Collaborative and inclusive global team culture.
• Work on innovative products with a supportive client.