Remote Customer Support Lead: Growth & Strategy

Placements24; Soweto; Hybrid; ZAR 600,000 - 850,000; Full time

Benefits offered by this job

Flexible remote work

Competitive salary

Professional development opportunities

Job summary

Placements24 is seeking an experienced Remote Customer Support Lead to direct a global remote team responsible for delivering exceptional customer service. You will develop strategies, mentor staff, and act as an escalation point for complex issues to ensure satisfaction and retention.

The role emphasizes leadership, data-driven performance, and strong collaboration with product and engineering teams to continually improve the support experience for customers worldwide.

Qualifications

• Bachelor's degree or equivalent practical experience in Business Administration, Communications or related field.
• 5+ years in customer support with at least 2 years in a leadership role.
• Proven experience managing remote teams effectively.

Responsibilities

• Lead a remote team of customer support specialists.
• Develop and execute strategies to optimize support processes and performance.
• Monitor key support metrics (response times, resolution rates, CSAT) and drive improvements.
• Escalate complex issues and ensure timely resolution.
• Develop and maintain knowledge base articles and documentation.
• Collaborate with product and engineering teams to provide feedback and drive enhancements.
• Recruit, train, and onboard new team members.
• Foster a customer-centric culture across the organization.
• Manage support tools and technologies to ensure efficient operations.

Skills

Remote leadership

Customer support leadership

KPIs & CRM

Data analysis

Strategic planning

Communication

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Ticketing systems

Job description

Placements24 is seeking an experienced Remote Customer Support Lead to direct a global remote team responsible for delivering exceptional customer service. You will develop strategies, mentor staff, and act as an escalation point for complex issues to ensure satisfaction and retention.

The role emphasizes leadership, data-driven performance, and strong collaboration with product and engineering teams to continually improve the support experience for customers worldwide.