Remote Customer Support Leader

Placements24; Vereeniging; Hybrid; ZAR 420,000 - 640,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Home office stipend

Paid time off

Professional development

Remote-first culture

Job summary

Placements24 is seeking an experienced Remote Customer Support Lead to guide a global, remote-first team. You will shape support strategy, optimize processes, and drive KPIs related to satisfaction and resolution times.

As a remote leader, you will mentor staff, implement efficient workflows, analyze metrics, and collaborate cross-functionally to improve the customer experience while maintaining high service standards and a positive team culture.

Qualifications

• 2+ years leading remote customer support teams.
• Experience with helpdesk software and CRMs.
• Strong communication and problem-solving skills.
• Proven data-driven improvement experience.
• Experience in remote-first environments.

Responsibilities

• Lead, mentor, and manage a team of remote customer support representatives.
• Develop and implement efficient customer support processes and workflows.
• Monitor team performance, providing regular feedback and coaching to improve results.
• Analyze support metrics and identify trends to drive service improvements.
• Ensure timely and high-quality resolution of customer inquiries and issues across various channels.
• Manage escalations and complex customer situations effectively.
• Collaborate with other departments to advocate for customer needs and improve the overall customer experience.
• Develop and deliver training programs for new and existing support staff.
• Contribute to the development of support documentation and knowledge base articles.
• Foster a positive and collaborative team culture within a remote work environment.

Skills

Leadership

Team management

KPIs

Data analysis

Customer support best practices

Education

Bachelor's degree in Business Administration

Communications

Tools

CRM software

Helpdesk tools

Job description

Placements24 is seeking an experienced Remote Customer Support Lead to guide a global, remote-first team. You will shape support strategy, optimize processes, and drive KPIs related to satisfaction and resolution times.

As a remote leader, you will mentor staff, implement efficient workflows, analyze metrics, and collaborate cross-functionally to improve the customer experience while maintaining high service standards and a positive team culture.