Remote Customer Support Lead — Elevate Service & Growth

Placements24; Upington; Hybrid; ZAR 550,000 - 900,000; Full time

Benefits offered by this job

Fully remote work opportunity

Highly competitive salary and bonus

Medical, dental, and vision insurance

Generous paid time off and holidays

Professional development budget

Job summary

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.

Responsibilities

• 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.

Skills

Leadership

Customer support

KPIs / metrics

Analytical thinking

Communication

Remote teamwork

Education

Bachelor's degree in Business Administration or Management

Tools

CRM software

Helpdesk platforms

Remote collaboration tools

Job description

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