Remote Customer Support Lead - Scale Experience & Growth

Placements24; Stellenbosch; Hybrid; ZAR 550,000 - 900,000; Full time

Benefits offered by this job

Flexible working hours

Fully remote position

Health, dental and vision coverage

Professional development allowance

Supportive remote culture

Job summary

Placements24 is seeking a Senior Customer Support Lead to guide a fully remote team delivering exceptional customer experiences. You will mentor staff, implement process improvements, and serve as the escalation point for complex inquiries, collaborating with global teams to maintain service excellence.

The role requires 5+ years in customer support and at least 2 years in a leadership capacity, with strong CRM and helpdesk software experience.

Qualifications

• 5+ years of experience in customer support
• 2+ years in a leadership or supervisory role
• Proven ability to manage and motivate a remote team
• Strong understanding of customer service best practices and helpdesk operations
• Excellent problem-solving, communication, and interpersonal skills

Responsibilities

• Lead, mentor, and manage a team of remote customer support representatives.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Serve as an escalation point for complex customer inquiries and issues.
• Monitor team performance metrics, provide regular feedback, and conduct performance reviews.
• Identify training needs and facilitate skill development opportunities for the team.

Skills

Remote leadership

CRM experience

Customer service excellence

Communication skills

Problem solving

Tools

CRM software

Helpdesk software

Job description

Placements24 is seeking a Senior Customer Support Lead to guide a fully remote team delivering exceptional customer experiences. You will mentor staff, implement process improvements, and serve as the escalation point for complex inquiries, collaborating with global teams to maintain service excellence.

The role requires 5+ years in customer support and at least 2 years in a leadership capacity, with strong CRM and helpdesk software experience.