Remote Customer Support Lead - Global, Data-Driven Leader

Placements24; Sandton; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Health insurance

Retirement contributions

Generous paid time off

Fully remote in South Africa

Job summary

Placements24 is seeking an experienced Remote Customer Support Lead to spearhead our global, fully remote support operations. You will manage a distributed team, set standards, and drive excellence across all channels.

The ideal candidate has 5+ years in customer support with at least 2 years in leadership, plus strong CRM and data-driven problem-solving skills. This remote role offers flexibility and opportunities for growth within a global organization.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• Minimum 5 years in customer support with 2+ years in leadership (remote teams preferred).
• Proven track record in developing and implementing customer support strategies.
• Strong leadership, coaching and team-building abilities.
• In-depth knowledge of customer support software, CRM systems, and remote collaboration tools.
• Analytical and problem-solving skills with a data-driven approach.
• Excellent communication across cultures and geographies.
• Thrives in a fast-paced, fully remote environment.
• Proactive, self-starter attitude focused on customer success.

Responsibilities

• Lead, mentor, and manage a remote team of customer support specialists.
• Develop and implement best-in-class customer support strategies for a distributed workforce.
• Oversee daily support operations across channels and ensure timely resolutions.
• Monitor KPIs and drive data-driven improvements in satisfaction, response times, and resolution rates.
• Recruit, onboard, and train new remote team members.
• Optimize customer support tools and workflows for efficiency.
• Collaborate with Product, Engineering, and Sales to address feedback.
• Maintain knowledge base content for customers and internal teams.
• Ensure consistent service quality across global regions and time zones.
• Champion customer advocacy and enhance the overall customer journey.

Skills

Leadership

Remote Management

Customer Support

CRM

Data Analysis

Education

Bachelor's degree or equivalent

Tools

Zendesk

Salesforce Service Cloud

Slack/Teams

Job description

Placements24 is seeking an experienced Remote Customer Support Lead to spearhead our global, fully remote support operations. You will manage a distributed team, set standards, and drive excellence across all channels.

The ideal candidate has 5+ years in customer support with at least 2 years in leadership, plus strong CRM and data-driven problem-solving skills. This remote role offers flexibility and opportunities for growth within a global organization.