Remote Customer Support Lead - Global Team Leader

Placements24; Durban; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Remote work

Health benefits

Home office allowance

Professional development

Training resources

Global team culture

Job summary

Placements24 is seeking an experienced Remote Customer Support Lead to oversee a globally distributed support team. This fully remote role focuses on delivering exceptional service, mentoring agents, and driving performance in a scalable, customer-centric environment.

You will shape support processes, coach team members, and collaborate with other departments to ensure a seamless customer experience across regions. Strong leadership and remote-work proficiency are essential.

Qualifications

• Experience leading remote customer support teams.
• Proven track record in service level management and customer advocacy.
• Strong analytical skills to monitor KPIs and drive improvements.
• Excellent communication and interpersonal abilities in a remote setting.
• Familiarity with helpdesk platforms and collaboration tools.

Responsibilities

• Lead, mentor, and manage a distributed team of remote customer support agents.
• Oversee daily operations and ensure adherence to SLAs.
• Develop strategies to improve customer satisfaction and retention.
• Monitor KPIs and provide performance reports.
• Conduct performance reviews and identify training needs.
• Collaborate with other departments to optimize the customer journey.
• Stay current with industry trends in remote support.

Skills

Remote team leadership

Customer support leadership

SLA management

KPIs & reporting

Communication

Helpdesk software

Decision making

Education

Bachelor's degree

Tools

Helpdesk software

Remote collaboration tools

Job description

Placements24 is seeking an experienced Remote Customer Support Lead to oversee a globally distributed support team. This fully remote role focuses on delivering exceptional service, mentoring agents, and driving performance in a scalable, customer-centric environment.

You will shape support processes, coach team members, and collaborate with other departments to ensure a seamless customer experience across regions. Strong leadership and remote-work proficiency are essential.