Remote Customer Support Operations Leader

Placements24; Upington; Hybrid; ZAR 1,000,000 - 1,500,000; Full time

Benefits offered by this job

Competitive salary

Remote-first culture

Leadership development opportunities

Professional growth in a global team

Job summary

Placements24 is seeking a Customer Support Operations Lead to optimize remote customer support functions and drive efficiency across all platforms. You will lead process improvements, manage CRM and helpdesk tools, and ensure top-tier service delivery for a global remote team.

The role emphasizes strategic thinking, analytics, and the ability to implement scalable solutions that reduce resolution times while maintaining high customer satisfaction.

Qualifications

• Bachelor's degree in Business, Operations Management, or related field.
• Minimum 5 years of experience in customer support operations or related field.
• Proven experience managing and optimizing support tools (CRM, helpdesk software).
• Strong analytical and data-driven approach to improve processes.

Responsibilities

• Design and refine customer support processes and workflows.
• Manage CRM, helpdesk, and other support platforms.
• Analyze support metrics to identify trends and inefficiencies.
• Create and maintain SOPs and training materials.
• Collaborate with leadership to set strategic goals for support.
• Ensure SLAs and quality standards are met.
• Oversee onboarding and training of remote support staff.
• Identify automation opportunities within operations.
• Act as liaison between support ops and other departments.
• Drive initiatives to improve customer satisfaction and reduce resolutions times.

Skills

Analytical thinking

Data-driven decisions

Remote team leadership

Communication

Project management

Education

Bachelor's degree in Business or Operations Management

Tools

CRM software

Helpdesk software

Job description

Placements24 is seeking a Customer Support Operations Lead to optimize remote customer support functions and drive efficiency across all platforms. You will lead process improvements, manage CRM and helpdesk tools, and ensure top-tier service delivery for a global remote team.

The role emphasizes strategic thinking, analytics, and the ability to implement scalable solutions that reduce resolution times while maintaining high customer satisfaction.