Remote Customer Support Lead — Inspire & Optimize Service

Placements24; East London; À distance; ZAR 600 000 - 900 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Comprehensive health insurance

Paid time off & company holidays

Leadership training & professional成长

Full remote work flexibility

Company equipment & licenses

Retirement plan with employer matching

Annual performance-based bonuses

Access to cutting-edge tools

Résumé du poste

Placements24 is seeking an experienced Remote Customer Support Lead to guide our distributed support team. You will oversee daily operations, mentor agents, and drive service quality and customer satisfaction while promoting a positive remote work culture.

You will set performance metrics, develop SOPs, handle escalations, collaborate with other departments, and contribute to hiring and onboarding. A proactive, strategic approach to problem-solving and strong communication skills are essential.

Qualifications

• Proven experience in a customer support leadership role, preferably remote.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM software, helpdesk systems, and remote collaboration tools.
• Ability to motivate and develop a remote team.
• Experience with performance management and setting team goals.
• Bachelor's degree in a relevant field or equivalent work experience.
• Ability to work independently and manage time in a remote setting.
• Must have a dedicated home office with reliable internet.

Responsabilités

• Lead, manage, and motivate a team of remote customer support agents.
• Oversee daily customer support operations for efficiency.
• Set performance goals and monitor progress.
• Provide coaching, training, and feedback to team members.
• Handle escalated customer issues with timely resolutions.
• Develop and implement SOPs for customer support.
• Collaborate with other departments to improve customer experience.
• Analyze support data to identify trends and improvements.
• Manage team schedules and workload for adequate coverage.
• Contribute to hiring and onboarding processes.

Connaissances

Remote team leadership

Customer service leadership

CRM software

Communication skills

Performance management

Problem-solving

Time management

Bachelor's degree or equivalent

Formation

Bachelor's degree or equivalent

Outils

CRM software

Helpdesk systems

Remote collaboration tools

Description du poste

Placements24 is seeking an experienced Remote Customer Support Lead to guide our distributed support team. You will oversee daily operations, mentor agents, and drive service quality and customer satisfaction while promoting a positive remote work culture.

You will set performance metrics, develop SOPs, handle escalations, collaborate with other departments, and contribute to hiring and onboarding. A proactive, strategic approach to problem-solving and strong communication skills are essential.