Remote Customer Support Lead | Team Coach & SLA Champion

Placements24; Polokwane; Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Competitive salary

Medical aid

PTO & holidays

Professional development

Fully remote work

Equipment provided

Employee assistance program

Wellness initiatives

Job summary

Placements24 is seeking a Customer Support Lead to oversee a fully remote team delivering high-quality customer service across South Africa. You will set performance goals, coach team members, monitor KPIs, and drive improvements in response times and customer satisfaction.

The role requires 5+ years in customer service with at least 2 years in a supervisory capacity, strong leadership, and experience with CRM and helpdesk tools. A Bachelor’s degree is preferred.

Qualifications

• 5+ years in customer service or related field with 2+ years in a team lead/supervisor role.
• Experience managing remote teams effectively.
• Strong leadership, coaching and interpersonal skills.
• Proficiency with CRM/helpdesk tools and virtual collaboration platforms.
• Bachelor's degree in Business Admin/Management preferred.

Responsibilities

• Lead and manage a team of remote customer support representatives.
• Set performance expectations and KPIs, monitor progress, provide feedback.
• Ensure timely resolution of inquiries across channels (phone, email, chat).
• Develop best practices for support operations and workflows.
• Conduct regular meetings, coaching sessions, and skills development.
• Analyze feedback and metrics to drive improvements.
• Collaborate with other departments to resolve complex issues.
• Maintain knowledge of products, services, and policies.
• Handle escalated issues when needed.

Skills

Leadership

Coaching

Interpersonal

Communication

Problem solving

Conflict resolution

Multitasking

Education

Bachelor's degree

Tools

CRM software

Helpdesk systems

Collaboration tools

Job description

Placements24 is seeking a Customer Support Lead to oversee a fully remote team delivering high-quality customer service across South Africa. You will set performance goals, coach team members, monitor KPIs, and drive improvements in response times and customer satisfaction.

The role requires 5+ years in customer service with at least 2 years in a supervisory capacity, strong leadership, and experience with CRM and helpdesk tools. A Bachelor’s degree is preferred.