Remote Customer Support Lead

Placements24; Sandton; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Health insurance

Retirement contributions

Generous paid time off

Fully remote in South Africa

Job summary

Placements24 is seeking an experienced Remote Customer Support Lead to spearhead our global, fully remote support operations. You will manage a distributed team, set standards, and drive excellence across all channels.

The ideal candidate has 5+ years in customer support with at least 2 years in leadership, plus strong CRM and data-driven problem-solving skills. This remote role offers flexibility and opportunities for growth within a global organization.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• Minimum 5 years in customer support with 2+ years in leadership (remote teams preferred).
• Proven track record in developing and implementing customer support strategies.
• Strong leadership, coaching and team-building abilities.
• In-depth knowledge of customer support software, CRM systems, and remote collaboration tools.
• Analytical and problem-solving skills with a data-driven approach.
• Excellent communication across cultures and geographies.
• Thrives in a fast-paced, fully remote environment.
• Proactive, self-starter attitude focused on customer success.

Responsibilities

• Lead, mentor, and manage a remote team of customer support specialists.
• Develop and implement best-in-class customer support strategies for a distributed workforce.
• Oversee daily support operations across channels and ensure timely resolutions.
• Monitor KPIs and drive data-driven improvements in satisfaction, response times, and resolution rates.
• Recruit, onboard, and train new remote team members.
• Optimize customer support tools and workflows for efficiency.
• Collaborate with Product, Engineering, and Sales to address feedback.
• Maintain knowledge base content for customers and internal teams.
• Ensure consistent service quality across global regions and time zones.
• Champion customer advocacy and enhance the overall customer journey.

Skills

Leadership

Remote Management

Customer Support

CRM

Data Analysis

Education

Bachelor's degree or equivalent

Tools

Zendesk

Salesforce Service Cloud

Slack/Teams

Job description

About the Role

Our client, a globally recognized leader in cloud-based software solutions, is seeking an exceptional and experienced Remote Customer Support Lead to spearhead their customer support operations. This is a 100% remote position, providing the ultimate flexibility for motivated professionals. You will be responsible for managing a distributed team of customer support specialists, driving service excellence, and ensuring our clients receive unparalleled assistance. The ideal candidate possesses strong leadership capabilities, a deep understanding of customer support best practices in a remote setting, and a passion for leveraging technology to enhance customer experiences. This role offers a unique opportunity to shape and lead a high-performing remote team for an innovative and forward-thinking company. You will be instrumental in defining and executing global support strategies.

Key Responsibilities

• Lead, mentor, and manage a remote team of customer support specialists, fostering a high-performance culture.
• Develop and implement best-in-class customer support strategies, processes, and standards for a distributed workforce.
• Oversee daily support operations, ensuring timely and effective resolution of customer inquiries and issues across all channels.
• Monitor key performance indicators (KPIs) and implement data-driven strategies to improve customer satisfaction, response times, and resolution rates.
• Recruit, onboard, and train new remote support team members.
• Utilize and optimize customer support tools and technologies to enhance efficiency and effectiveness.
• Collaborate with cross-functional teams (e.g., Product, Engineering, Sales) to address customer feedback and drive product improvements.
• Develop and maintain comprehensive knowledge base content and support documentation for both customers and internal teams.
• Ensure consistent quality of service delivery across all global regions and time zones.
• Champion customer advocacy and drive initiatives to enhance the overall customer journey.

Requirements

• Bachelor's degree in Business, Management, or a related field; equivalent experience considered.
• Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or management role, preferably managing remote teams.
• Proven track record of developing and implementing successful customer support strategies.
• Exceptional leadership, coaching, and team-building skills.
• In-depth knowledge of customer support software, CRM systems, and remote collaboration tools.
• Strong analytical and problem-solving skills with a data-driven approach.
• Excellent verbal and written communication skills, with the ability to communicate effectively across diverse cultures and geographies.
• Ability to thrive in a fast-paced, dynamic, and fully remote work environment.
• A proactive, self-starter attitude with a strong commitment to customer success.

Benefits

• Our client offers a highly competitive salary, performance bonuses, and a comprehensive benefits package designed for remote employees, including health insurance, retirement contributions, and generous paid time off.
• Enjoy the ultimate flexibility of a fully remote role, working from anywhere within South Africa.
• Our client is committed to employee growth, offering extensive training, professional development opportunities, and career advancement paths within a global organization.
• Be part of a company that values innovation, collaboration, and empowering its remote workforce, impacting customer satisfaction worldwide.