Remote Customer Support Lead

Placements24; Soweto; Híbrido; ZAR 600.000 - 850.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible remote work

Competitive salary

Professional development opportunities

Descripción de la vacante

Placements24 is seeking an experienced Remote Customer Support Lead to direct a global remote team responsible for delivering exceptional customer service. You will develop strategies, mentor staff, and act as an escalation point for complex issues to ensure satisfaction and retention.

The role emphasizes leadership, data-driven performance, and strong collaboration with product and engineering teams to continually improve the support experience for customers worldwide.

Formación

• Bachelor's degree or equivalent practical experience in Business Administration, Communications or related field.
• 5+ years in customer support with at least 2 years in a leadership role.
• Proven experience managing remote teams effectively.

Responsabilidades

• Lead a remote team of customer support specialists.
• Develop and execute strategies to optimize support processes and performance.
• Monitor key support metrics (response times, resolution rates, CSAT) and drive improvements.
• Escalate complex issues and ensure timely resolution.
• Develop and maintain knowledge base articles and documentation.
• Collaborate with product and engineering teams to provide feedback and drive enhancements.
• Recruit, train, and onboard new team members.
• Foster a customer-centric culture across the organization.
• Manage support tools and technologies to ensure efficient operations.

Conocimientos

Remote leadership

Customer support leadership

KPIs & CRM

Data analysis

Strategic planning

Communication

Educación

Bachelor's degree in Business Administration or related field

Herramientas

CRM systems

Ticketing systems

Descripción del empleo

About the Role

Our client, a rapidly growing technology company specializing in innovative SaaS solutions, is seeking an experienced and results-driven Remote Customer Support Lead to manage and elevate their customer support operations. This is a pivotal, fully remote position where you will lead a team of dedicated support professionals, ensuring the highest standards of customer service and satisfaction. Your role will involve developing and implementing support strategies, mentoring team members, and acting as a key escalation point for complex customer issues. This opportunity is perfect for a leader passionate about customer advocacy and operational excellence, looking to make a significant impact from a remote setting. The ideal candidate will possess strong leadership skills, a deep understanding of support metrics, and a commitment to fostering a positive and productive remote team culture, while ideally maintaining a connection to the Soweto region for potential team building.

Key Responsibilities

• Lead, mentor, and manage a remote team of customer support specialists.
• Develop and execute strategies to optimize customer support processes and performance.
• Monitor key support metrics (e.g., response times, resolution rates, customer satisfaction) and drive improvements.
• Serve as an escalation point for complex customer issues, ensuring timely and effective resolution.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Collaborate with product and engineering teams to provide customer feedback and drive product enhancements.
• Recruit, train, and onboard new customer support team members.
• Foster a customer-centric culture within the support team and across the organization.
• Manage support tools and technologies to ensure efficient operations.

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or team lead role.
• Proven experience managing remote teams effectively.
• Strong understanding of customer support best practices, KPIs, and CRM/ticketing systems.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to develop and implement strategic plans for customer support.
• Proficiency in data analysis and reporting for performance monitoring.
• A passion for customer advocacy and service excellence.
• Adaptability and resilience in a fast-paced, remote work environment.

Benefits

Our client offers a highly competitive salary and benefits package for this Remote Customer Support Lead role, including comprehensive health insurance, retirement plans, and substantial paid time off. The fully remote nature of this position provides exceptional flexibility and work-life balance. You will be part of an innovative and rapidly growing company, with ample opportunities for professional development and career advancement. Our client invests in state-of-the‑art remote work technologies and fosters a supportive, collaborative virtual team environment. Recognition programs and performance bonuses are in place to reward outstanding contributions. This role offers a unique chance to lead and shape customer support strategies for a forward-thinking organization, even while being rooted near the vibrant community of Soweto.