Remote Customer Support Lead

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

Benefits offered by this job

Health, dental, and vision insurance

Remote work

Home office setup allowance

Professional development

Performance-based incentives

Job summary

Placements24 is seeking a highly motivated Remote Customer Support Lead to spearhead customer support operations in a fully remote role. You will lead a distributed team, set service standards, and drive strategies to optimize workflows and customer satisfaction.

Ideal candidates bring leadership experience in remote settings, a strong grasp of support best practices, and the ability to coach and develop a high-performing team while delivering measurable results.

Qualifications

• Proven experience in a customer support leadership role, ideally in a remote setting.
• Strong knowledge of customer support best practices and tools.
• Excellent leadership, coaching, and team-management abilities.
• Exceptional communication and problem-solving skills.

Responsibilities

• Lead, mentor, and manage a remote team of customer support representatives.
• Develop and implement customer support policies, procedures, and quality standards.
• Monitor team performance, provide feedback, and conduct regular performance reviews.
• Analyze support data to identify trends and training needs.
• Ensure timely resolution of complex issues and escalations.

Skills

Remote leadership

Team management

Quality standards

Performance analytics

Communication

Tools

Support software

Job description

About the Role

Our client is seeking a highly motivated and experienced Remote Customer Support Lead to spearhead their customer support operations. In this fully remote role, you will lead a team of customer support professionals, setting standards for excellence, and ensuring the highest levels of customer satisfaction. Your leadership will be instrumental in developing support strategies, optimizing workflows, and fostering a positive, high-performing remote team culture.

Key Responsibilities

• Lead, mentor, and manage a remote team of customer support representatives.
• Develop and implement customer support policies, procedures, and quality standards.
• Monitor team performance, provide feedback, and conduct regular performance reviews.
• Analyze support data to identify trends, areas for improvement, and training needs.
• Ensure timely and effective resolution of complex customer issues and escalations.

Requirements

• Proven experience in a customer support leadership role, preferably in a remote setting.
• Excellent understanding of customer support best practices and support software .
• Strong leadership, coaching, and team management skills.
• Exceptional communication and problem-solving abilities.
• Ability to thrive in a fully remote work environment and manage distributed teams effectively.

Benefits

• Highly competitive salary and performance-based incentives.
• Fully remote work arrangement, offering ultimate flexibility.
• Comprehensive health, dental, and vision insurance.
• Generous allowance for home office setup and professional development.
• A culture that champions remote work and employee well-being.