Remote Customer Support Lead - SaaS Excellence & Team Growth

Placements24; Mossel Bay; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Private medical insurance

Life insurance

Retirement fund

Online courses

Leadership training

Annual bonus

Stock options

Work-life balance

Job summary

Placements24 is seeking a Remote Customer Support Lead to mentor and scale a distributed team across regions. Lead the development and implementation of customer support strategies, policies, and procedures, ensuring timely, high-quality resolutions across channels.

You will analyze trends, collaborate with product and engineering teams, and foster a productive virtual environment that drives customer satisfaction and retention.

Qualifications

• Minimum 2 years in a leadership or supervisory capacity in customer support.
• Experience managing remote teams is essential.
• Strong understanding of customer service principles and best practices.

Responsibilities

• Lead, manage, and mentor a remote team of customer support specialists.
• Develop and implement customer support strategies, policies, and procedures.
• Monitor performance and conduct regular performance reviews.

Skills

Leadership

Remote team management

Customer service best practices

Communication

CRM platforms

Data analysis

Problem solving

Motivating teams

Tools

Zendesk

Intercom

Job description

Placements24 is seeking a Remote Customer Support Lead to mentor and scale a distributed team across regions. Lead the development and implementation of customer support strategies, policies, and procedures, ensuring timely, high-quality resolutions across channels.

You will analyze trends, collaborate with product and engineering teams, and foster a productive virtual environment that drives customer satisfaction and retention.