Remote Customer Support Lead: Lead a Global Team

Placements24; Gqeberha; Hybrid; ZAR 450,000 - 700,000; Full time

Benefits offered by this job

Competitive salary

Performance-based bonuses

Fully remote

Comprehensive training

Career advancement opportunities

Supportive virtual work environment

Work-life balance

Job summary

Placements24 is seeking an experienced Remote Customer Support Lead to manage a distributed customer service team. This fully remote position allows you to guide support operations from home across South Africa.

You will monitor metrics, develop best practices, and collaborate with product and sales to address feedback while maintaining high productivity in a remote setting, including work from Port Elizabeth or any approved location.

Qualifications

• At least 2 years in a supervisory or lead capacity.
• Experience managing a remote team.
• Proficient with CRM and help desk tools.
• Ability to work independently in a remote setting.

Responsibilities

• Lead, train, and mentor a team of remote customer support representatives.
• Monitor and analyze customer support metrics to identify areas for improvement.
• Develop and implement best practices and standard operating procedures for customer support.
• Handle escalated inquiries and complex issues, ensuring timely resolution.
• Collaborate with product and sales to address customer feedback and improve services.
• Ensure adherence to company policies and service standards.
• Conduct regular performance reviews and provide feedback to team members.
• Utilize CRM and support ticketing systems effectively to manage interactions.
• Contribute to knowledge base articles and customer self-service resources.
• Foster a positive and collaborative team environment among remote staff.

Skills

Remote team leadership

Customer service management

Problem-solving

Communication skills

Data-driven analytics

Education

High school diploma or equivalent

College degree (preferred)

Tools

CRM software

Help desk tools

Job description

Placements24 is seeking an experienced Remote Customer Support Lead to manage a distributed customer service team. This fully remote position allows you to guide support operations from home across South Africa.

You will monitor metrics, develop best practices, and collaborate with product and sales to address feedback while maintaining high productivity in a remote setting, including work from Port Elizabeth or any approved location.