Remote Customer Support Lead

Placements24; Paarl; Hybrid; ZAR 1,163,000 - 1,994,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Generous PTO

Flexible working hours

Fully remote

Job summary

Placements24 is seeking a Remote Customer Support Lead to manage a global, fully remote team delivering exceptional service across time zones. You will set performance standards, coach agents, monitor metrics, and implement process improvements to elevate customer advocacy and resolution quality.

Strong leadership, communication, and analytical skills are essential in this role. You will collaborate with product and operations to optimize workflows and ensure a seamless customer experience

Qualifications

• 5+ years in customer support with leadership experience.
• Proven track record coaching remote teams.
• Excellent communication and conflict-resolution skills.
• Experience with Zendesk, Slack, and Zoom preferred.
• Bachelor's degree preferred.

Responsibilities

• Lead, mentor, and manage a team of remote customer support representatives.
• Set performance goals and provide regular feedback and coaching to team members.
• Monitor team performance metrics and implement strategies to achieve or exceed targets.
• Ensure consistent delivery of high-quality customer support across all communication channels.
• Develop and refine customer support processes and best practices for a remote setting.
• Handle escalated customer issues and provide guidance on complex problem resolution.
• Facilitate regular team meetings and communication to foster engagement and collaboration.
• Onboard and train new remote support agents, ensuring they are equipped for success.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Collaborate with cross-functional teams to ensure a seamless customer experience.

Skills

Leadership

Remote leadership

Communication

Analytical skills

Conflict resolution

Time management

Customer advocacy

Education

Bachelor's degree

Tools

Zendesk

Slack

Zoom

Job description

About the Role

Our client, a leading global e-commerce platform, is seeking a motivated and experienced Remote Customer Support Lead to join their fully remote team. This is a unique opportunity to manage and inspire a team of remote customer support professionals, ensuring the delivery of exceptional service to a diverse international clientele. You will be responsible for setting performance standards, coaching team members, and driving continuous improvement in support operations. The ideal candidate will have a strong background in customer service management, a passion for remote team leadership, and a proven ability to foster a positive and productive virtual work environment. We are committed to providing world-class support, and this leadership role is key to achieving that goal. If you excel in leading remote teams and are dedicated to customer advocacy, This position requires exceptional organizational and motivational skills.

Key Responsibilities

• Lead, mentor, and manage a team of remote customer support representatives.
• Set performance goals and provide regular feedback and coaching to team members.
• Monitor team performance metrics and implement strategies to achieve or exceed targets.
• Ensure consistent delivery of high-quality customer support across all communication channels.
• Develop and refine customer support processes and best practices for a remote setting.
• Handle escalated customer issues and provide guidance on complex problem resolution.
• Facilitate regular team meetings and communication to foster engagement and collaboration.
• Onboard and train new remote support agents, ensuring they are equipped for success.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Collaborate with cross-functional teams to ensure a seamless customer experience.

Requirements

• Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or supervisory role.
• Proven experience managing and coaching remote teams effectively.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer support best practices and performance metrics.
• Proficiency with customer support software, ticketing systems, and collaboration tools (e.g., Slack, Zoom, Zendesk).
• Ability to foster a positive and productive remote team culture.
• Strong analytical skills and ability to interpret performance data.
• Demonstrated ability to handle complex customer issues and drive resolution.
• A Bachelor's degree in a related field is preferred.
• Self-motivated, organized, and able to manage time effectively in a remote setup.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and flexible working hours.
• Significant opportunities for professional development and career growth.
• The ability to work fully remotely, providing flexibility and work-life balance.
• Access to cutting-edge remote work technology and support.