Remote Customer Support Lead

Placements24; Upington; Hybride; ZAR 550 000 - 900 000; Plein temps

Avantages offerts par ce poste

Fully remote work opportunity

Highly competitive salary and bonus

Medical, dental, and vision insurance

Generous paid time off and holidays

Professional development budget

Résumé du poste

Placements24 is seeking an experienced and dynamic Remote Customer Support Lead to spearhead its customer support operations for clients across South Africa, including Upington in the Northern Cape. This fully remote role leads a team of support representatives, sets performance goals, monitors metrics, provides coaching, and drives service excellence and customer retention.

You will collaborate with Product and Sales, improve knowledge base content, manage escalations, and ensure adherence to

Qualifications

• Minimum 6 years in customer support with 2+ years in supervision.
• Proven track record leading remote teams effectively.
• Strong understanding of customer support KPIs and metrics.
• Excellent leadership, coaching, and interpersonal skills.
• Proficiency with CRM systems, helpdesk software, and collaboration tools.

Responsabilités

• Lead, mentor, and manage a remote team of customer support representatives.
• Set performance goals, monitor team performance, and provide feedback.
• Develop strategies to enhance customer satisfaction and retention.
• Oversee daily support operations and ensure timely issue resolution.
• Train new team members and provide ongoing coaching.
• Analyze support data to identify trends and training needs.
• Collaborate with Product and Sales to address feedback and issues.
• Ensure adherence to quality standards and company policies.
• Manage escalations and complex inquiries.
• Contribute to knowledge base content and documentation.

Connaissances

Leadership

Customer support

KPIs / metrics

Analytical thinking

Communication

Remote teamwork

Formation

Bachelor's degree in Business Administration or Management

Outils

CRM software

Helpdesk platforms

Remote collaboration tools

Description du poste

About the Role

Our client is seeking an experienced and dynamic Remote Customer Support Lead to spearhead their customer support operations, with a focus on supporting clients and teams across South Africa, including those in Upington, Northern Cape, ZA. This is a fully remote position, offering the flexibility to work from your home office. As a Lead, you will be responsible for overseeing a team of customer support representatives, ensuring high standards of service delivery, and driving continuous improvement in customer satisfaction and operational efficiency. The ideal candidate possesses strong leadership qualities, excellent problem-solving skills, and a deep understanding of customer support best practices. This is a critical role for shaping the customer experience and guiding the support team to success.

Key Responsibilities

• Lead, mentor, and manage a remote team of customer support representatives.
• Set performance goals, monitor team performance, and provide regular feedback.
• Develop and implement strategies to enhance customer satisfaction and retention.
• Oversee daily support operations, ensuring timely and effective resolution of customer issues.
• Train new team members and provide ongoing coaching and development opportunities.
• Analyze support data to identify trends, areas for improvement, and training needs.
• Collaborate with other departments (e.g., Product, Sales) to address customer feedback and issues.
• Ensure adherence to quality standards and company policies.
• Manage escalations and complex customer inquiries.
• Contribute to the development of support documentation and knowledge base content.

Requirements

• Minimum of 6 years of experience in customer support, with at least 2 years in a supervisory or leadership role.
• Proven experience leading and managing remote teams effectively.
• Strong understanding of customer support best practices, KPIs, and metrics.
• Excellent leadership, coaching, and interpersonal skills.
• Proficiency with CRM software, helpdesk platforms, and remote collaboration tools.
• Strong analytical and problem-solving abilities.
• Exceptional communication skills, both written and verbal.
• Ability to work independently and manage multiple priorities in a remote setting.
• Bachelor's degree in Business Administration, Management, or a related field is preferred.
• Experience in the technology or SaaS industry is a plus.

Benefits

• Fully remote work opportunity with significant autonomy.
• Highly competitive salary and bonus structure.
• Comprehensive medical, dental, and vision insurance.
• Generous paid time off and holidays.
• Professional development budget for training and conferences.
• Opportunity to lead and shape a high-performing remote team for our client supporting Upington, Northern Cape, ZA and beyond.