Remote Customer Support Lead - Build & Scale a Top Team

Placements24; Benoni; Hybrid; ZAR 550,000 - 850,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Comprehensive benefits

Remote work

Job summary

Placements24 is seeking a seasoned Remote Customer Support Lead for a fast-growing SaaS company. Lead a remote team, shape support strategy, and ensure exceptional service from a distributed team.

Responsibilities include KPI-driven operations, cross-functional collaboration, and staff training in a remote-first culture. Remote work with strong growth potential and career development.

Qualifications

• Minimum 5 years in customer support with leadership experience.
• Strong knowledge of best practices, tools and KPIs.
• Experience with SaaS products and cross-functional collaboration.

Responsibilities

• Lead, mentor, and manage a team of remote support reps.
• Develop and implement robust support strategies and policies.
• Oversee daily operations and ensure timely resolutions.
• Set and monitor KPIs to drive continuous improvement.
• Analyze data to identify trends and improvement opportunities.
• Collaborate with Product, Engineering and Sales teams.
• Manage tools selection and optimization for support.
• Deliver training on product knowledge and service skills.
• Act as escalation point for complex issues.

Skills

Leadership

Remote team mgmt

Analytics

Communication

SaaS knowledge

Education

Bachelor's degree in Business

Tools

Zendesk

Salesforce Service Cloud

Job description

Placements24 is seeking a seasoned Remote Customer Support Lead for a fast-growing SaaS company. Lead a remote team, shape support strategy, and ensure exceptional service from a distributed team.

Responsibilities include KPI-driven operations, cross-functional collaboration, and staff training in a remote-first culture. Remote work with strong growth potential and career development.