Remote Customer Support Lead - Global Team Leader

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

Benefits offered by this job

Competitive salary

Bonuses

Medical/dental/vision insurance

Generous PTO

Retirement plan

Remote-first culture

Home office stipend

Job summary

Placements24 is seeking a Customer Support Lead to helm a fully remote team delivering exceptional service across digital channels. You will set performance standards, coach staff, and drive initiatives to improve customer experiences on every touchpoint.

This is a remote-first role with global collaboration. The ideal candidate will have a strong background in leading remote support teams, a track record of improving satisfaction and retention, and deep knowledge of CRM and helpdesk tools

Qualifications

• 5+ years in customer support with leadership experience.
• Proven track record managing remote teams.
• Experience in e-commerce customer service.

Responsibilities

• Lead a remote team of support agents to deliver high-quality service.
• Develop strategies to boost customer satisfaction, loyalty, and retention.
• Oversee multichannel inquiries and resolve issues efficiently.
• Coach and mentor staff with ongoing feedback.
• Track KPIs and identify trends to drive improvements.
• Handle escalated complaints professionally and promptly.
• Collaborate with product and marketing to align support with goals.
• Contribute to policies and best practices for remote support.
• Champion remote-work excellence and utilize support tools effectively.
• Optimize software usage for efficiency.

Skills

Leadership

Customer service excellence

Remote team management

Coaching and mentoring

Analytical skills

Education

Bachelor's degree in Business Administration/Management/Marketing

Tools

CRM systems (e.g., Zendesk, Salesforce)

Helpdesk software

Remote collaboration tools

Job description

Placements24 is seeking a Customer Support Lead to helm a fully remote team delivering exceptional service across digital channels. You will set performance standards, coach staff, and drive initiatives to improve customer experiences on every touchpoint.

This is a remote-first role with global collaboration. The ideal candidate will have a strong background in leading remote support teams, a track record of improving satisfaction and retention, and deep knowledge of CRM and helpdesk tools