Remote Customer Support Lead: Mentor, Metrics & Excellence

Placements24

George

Hybrid

ZAR 360,000 - 540,000

Full time

3 days ago

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Benefits offered by this job

Fully remote

Job summary

Placements24 seeks a Customer Support Lead to manage a remote support team in George, Western Cape. You will guide daily operations, set service standards, and mentor agents to deliver exceptional customer care across channels.

Applicants should have 2+ years in a supervisory role, strong communication, and proficiency with CRM/helpdesk tools. This fully remote role offers flexibility, performance bonuses, and opportunities for professional growth.

Qualifications

2+ years in a supervisory or leadership role in customer service.
Proven ability to lead and motivate a remote team while maintaining service quality.
Excellent communication, interpersonal and conflict-resolution skills.

Responsibilities

Lead, train, and mentor a team of customer support representatives, fostering a positive and productive work environment.
Oversee daily support operations, ensuring efficient handling of inquiries across channels.
Set performance goals and KPIs for the team, monitor performance and provide feedback.
Develop and implement improved customer service processes to enhance efficiency and satisfaction.
Handle escalated customer issues professionally and resolve them effectively.
Analyze support data and feedback to identify trends and improvements.
Collaborate with product, marketing, and sales to address customer needs.
Create and maintain training materials and knowledge base articles.
Ensure adherence to company policies and SLAs.