Remote Customer Support Lead

Placements24; Vereeniging; Hybrid; ZAR 420,000 - 640,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Home office stipend

Paid time off

Professional development

Remote-first culture

Job summary

Placements24 is seeking an experienced Remote Customer Support Lead to guide a global, remote-first team. You will shape support strategy, optimize processes, and drive KPIs related to satisfaction and resolution times.

As a remote leader, you will mentor staff, implement efficient workflows, analyze metrics, and collaborate cross-functionally to improve the customer experience while maintaining high service standards and a positive team culture.

Qualifications

• 2+ years leading remote customer support teams.
• Experience with helpdesk software and CRMs.
• Strong communication and problem-solving skills.
• Proven data-driven improvement experience.
• Experience in remote-first environments.

Responsibilities

• Lead, mentor, and manage a team of remote customer support representatives.
• Develop and implement efficient customer support processes and workflows.
• Monitor team performance, providing regular feedback and coaching to improve results.
• Analyze support metrics and identify trends to drive service improvements.
• Ensure timely and high-quality resolution of customer inquiries and issues across various channels.
• Manage escalations and complex customer situations effectively.
• Collaborate with other departments to advocate for customer needs and improve the overall customer experience.
• Develop and deliver training programs for new and existing support staff.
• Contribute to the development of support documentation and knowledge base articles.
• Foster a positive and collaborative team culture within a remote work environment.

Skills

Leadership

Team management

KPIs

Data analysis

Customer support best practices

Education

Bachelor's degree in Business Administration

Communications

Tools

CRM software

Helpdesk tools

Job description

About the Role

Our client, a fast-paced SaaS provider, is seeking an experienced and motivated Remote Customer Support Lead to guide and inspire their customer support team. This is a critical role within our client's fully remote structure, focused on ensuring the delivery of exceptional support services to a global customer base. You will be responsible for team leadership, process optimization, and driving key performance indicators related to customer satisfaction and resolution times. We are a remote-first company, emphasizing collaboration, communication, and individual autonomy. This is an excellent opportunity for a proven leader with a passion for customer service to shape a high-performing support function. The ideal candidate will possess strong leadership qualities, a deep understanding of support best practices, and a commitment to fostering a positive and productive team environment, all within a remote setting. Your leadership will directly impact client retention and satisfaction.

Key Responsibilities

• Lead, mentor, and manage a team of remote customer support representatives.
• Develop and implement efficient customer support processes and workflows.
• Monitor team performance, providing regular feedback and coaching to improve individual and team results.
• Analyze support metrics and identify trends to drive service improvements.
• Ensure timely and high-quality resolution of customer inquiries and issues across various channels.
• Manage escalations and complex customer situations effectively.
• Collaborate with other departments to advocate for customer needs and improve the overall customer experience.
• Develop and deliver training programs for new and existing support staff.
• Contribute to the development of support documentation and knowledge base articles.
• Foster a positive and collaborative team culture within a remote work environment.

Requirements

• Proven experience in a customer support role, with at least 2 years in a leadership or supervisory capacity.
• Demonstrated ability to lead, motivate, and manage remote teams effectively.
• Strong understanding of customer support best practices and key performance indicators (KPIs).
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with helpdesk software and CRM systems.
• Ability to analyze data and implement data-driven improvements.
• Proficiency in managing customer escalations and ensuring client satisfaction.
• Bachelor's degree in Business Administration, Communications, or a related field is preferred.
• Experience working in a fully remote environment is essential.
• A proactive approach to identifying and addressing team and customer needs.

Benefits

Our client offers a competitive salary and performance-based incentives. As a fully remote employee, you will experience exceptional work-life balance and flexibility. Comprehensive health insurance, including medical and dental coverage, is provided. Opportunities for professional development, including leadership training and skill enhancement programs, are readily available. Our client also offers a generous paid time off policy and contributes to employee retirement plans. A home office stipend is provided to ensure a comfortable and productive remote workspace. Join a growing company that values innovation and employee well-being.