Remote Customer Support Lead - WhatJobs Direct

Placements24; East London; Remote; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive health insurance

Paid time off & company holidays

Leadership training & professional成长

Full remote work flexibility

Company equipment & licenses

Retirement plan with employer matching

Annual performance-based bonuses

Access to cutting-edge tools

Job summary

Placements24 is seeking an experienced Remote Customer Support Lead to guide our distributed support team. You will oversee daily operations, mentor agents, and drive service quality and customer satisfaction while promoting a positive remote work culture.

You will set performance metrics, develop SOPs, handle escalations, collaborate with other departments, and contribute to hiring and onboarding. A proactive, strategic approach to problem-solving and strong communication skills are essential.

Qualifications

• Proven experience in a customer support leadership role, preferably remote.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM software, helpdesk systems, and remote collaboration tools.
• Ability to motivate and develop a remote team.
• Experience with performance management and setting team goals.
• Bachelor's degree in a relevant field or equivalent work experience.
• Ability to work independently and manage time in a remote setting.
• Must have a dedicated home office with reliable internet.

Responsibilities

• Lead, manage, and motivate a team of remote customer support agents.
• Oversee daily customer support operations for efficiency.
• Set performance goals and monitor progress.
• Provide coaching, training, and feedback to team members.
• Handle escalated customer issues with timely resolutions.
• Develop and implement SOPs for customer support.
• Collaborate with other departments to improve customer experience.
• Analyze support data to identify trends and improvements.
• Manage team schedules and workload for adequate coverage.
• Contribute to hiring and onboarding processes.

Skills

Remote team leadership

Customer service leadership

CRM software

Communication skills

Performance management

Problem-solving

Time management

Bachelor's degree or equivalent

Education

Bachelor's degree or equivalent

Tools

CRM software

Helpdesk systems

Remote collaboration tools

Job description

About the Role

Our client is searching for an experienced and inspiring Remote Customer Support Lead to manage and guide their distributed customer support team. This fully remote position offers the opportunity to lead from anywhere, fostering a positive and high-performing remote work culture. You will be responsible for overseeing daily operations, mentoring support agents, ensuring service quality, and driving customer satisfaction. This leadership role requires strong organizational, communication, and problem-solving skills, along with a proven ability to manage remote teams effectively. Join a forward-thinking company that values innovation and employee well-being.

Key Responsibilities

• Lead, manage, and motivate a team of remote customer support agents.
• Oversee daily customer support operations, ensuring efficiency and effectiveness.
• Set performance goals and metrics for the support team and monitor progress.
• Provide coaching, training, and feedback to team members to foster professional development.
• Handle escalated customer issues and ensure timely and satisfactory resolutions.
• Develop and implement best practices and standard operating procedures for customer support.
• Collaborate with other departments to improve overall customer experience.
• Analyze support data to identify trends, insights, and areas for improvement.
• Manage team schedules and workload to ensure adequate coverage.
• Contribute to hiring and onboarding processes for new support team members.

Requirements

• Proven experience in a customer support leadership or team lead role, preferably managing remote teams.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices.
• Proficiency with CRM software, helpdesk systems, and remote collaboration tools.
• Demonstrated ability to motivate and develop a remote team.
• Experience in performance management and setting team goals.
• A proactive and strategic approach to problem-solving and continuous improvement.
• Bachelor's degree in a relevant field or equivalent work experience.
• Ability to work independently and manage time effectively in a remote setting.
• Must have a dedicated home office setup with reliable internet connectivity.

Benefits

• A competitive annual salary of R .
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and company holidays.
• Opportunities for leadership training and professional growth.
• Full remote work flexibility, allowing for work-life balance.
• Company-provided equipment and software licenses.
• Retirement savings plan with employer matching contributions.
• Annual performance-based bonuses and incentives.
• Access to cutting-edge tools and technologies for remote team management.
• A collaborative and supportive remote work culture focused on success.