Remote Customer Support Lead – E‑commerce & Platforms

Placements24; East London; Hybrid; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Performance bonuses

Remote work setup

Job summary

Placements24 is seeking a Customer Support Lead to head a fully remote support team for a rapidly expanding e-commerce client. The role emphasizes building best practices, mentoring staff, and ensuring top-tier customer satisfaction across digital touchpoints.

You will train and escalate issues, deliver performance reviews, and collaborate with other departments to maintain a consistent customer experience. A strong background in CSAT/NPS and CRM tools is essential for success.

Qualifications

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 4 years in customer support, with at least 2 years in leadership or supervisory role.
• Experience in e-commerce or digital platforms; solid CSAT/NPS understanding.

Responsibilities

• Lead, train, and manage a remote team of customer support representatives.
• Develop and implement customer service strategies and best practices for e-commerce operations.
• Monitor team performance, set KPIs, and conduct regular performance reviews.
• Handle escalated customer inquiries and complex issues, ensuring timely and satisfactory resolution.
• Analyze customer feedback and support metrics to identify trends and areas for improvement.
• Create and maintain support documentation, training materials, and knowledge base articles.
• Collaborate with marketing, sales, and product to ensure a consistent customer experience.
• Foster a positive, customer-centric team culture.

Skills

Leadership

Customer service

Remote team management

Communication

CRM tools

Education

Bachelor's degree in Business Administration, Communications, or related field

Tools

CRM software

Helpdesk software

Knowledge base tools

Job description

Placements24 is seeking a Customer Support Lead to head a fully remote support team for a rapidly expanding e-commerce client. The role emphasizes building best practices, mentoring staff, and ensuring top-tier customer satisfaction across digital touchpoints.

You will train and escalate issues, deliver performance reviews, and collaborate with other departments to maintain a consistent customer experience. A strong background in CSAT/NPS and CRM tools is essential for success.