Remote Customer Support Lead — Build a High-Impact Team

Placements24; Paarl; Hybrid; ZAR 1,163,000 - 1,994,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Generous PTO

Flexible working hours

Fully remote

Job summary

Placements24 is seeking a Remote Customer Support Lead to manage a global, fully remote team delivering exceptional service across time zones. You will set performance standards, coach agents, monitor metrics, and implement process improvements to elevate customer advocacy and resolution quality.

Strong leadership, communication, and analytical skills are essential in this role. You will collaborate with product and operations to optimize workflows and ensure a seamless customer experience

Qualifications

• 5+ years in customer support with leadership experience.
• Proven track record coaching remote teams.
• Excellent communication and conflict-resolution skills.
• Experience with Zendesk, Slack, and Zoom preferred.
• Bachelor's degree preferred.

Responsibilities

• Lead, mentor, and manage a team of remote customer support representatives.
• Set performance goals and provide regular feedback and coaching to team members.
• Monitor team performance metrics and implement strategies to achieve or exceed targets.
• Ensure consistent delivery of high-quality customer support across all communication channels.
• Develop and refine customer support processes and best practices for a remote setting.
• Handle escalated customer issues and provide guidance on complex problem resolution.
• Facilitate regular team meetings and communication to foster engagement and collaboration.
• Onboard and train new remote support agents, ensuring they are equipped for success.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Collaborate with cross-functional teams to ensure a seamless customer experience.

Skills

Leadership

Remote leadership

Communication

Analytical skills

Conflict resolution

Time management

Customer advocacy

Education

Bachelor's degree

Tools

Zendesk

Slack

Zoom

Job description

Placements24 is seeking a Remote Customer Support Lead to manage a global, fully remote team delivering exceptional service across time zones. You will set performance standards, coach agents, monitor metrics, and implement process improvements to elevate customer advocacy and resolution quality.

Strong leadership, communication, and analytical skills are essential in this role. You will collaborate with product and operations to optimize workflows and ensure a seamless customer experience