Remote Customer Support Team Lead

Placements24; Bloemfontein; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Performance bonuses

Fully remote work

Health, dental, and vision insurance

Career growth opportunities

Home office stipend

Generous paid time off

Company-provided equipment

Job summary

Placements24 is seeking an experienced Remote Customer Support Team Lead to oversee a globally distributed team from anywhere in South Africa. You will guide daily operations, drive performance, and maintain the highest customer service standards in a fully remote setup.

The role requires 5+ years in customer support with 2+ years in a leadership position, strong CRM and support software knowledge, and excellent English communication. A bachelor’s degree is preferred.

Qualifications

• 5+ years of experience in customer support
• At least 2 years in a team lead or management role
• Proven experience managing remote teams
• Strong leadership, coaching, and interpersonal skills
• Excellent written and verbal communication in English
• Bachelor's degree in Business Administration or related field preferred

Responsibilities

• Lead, manage, and mentor a team of remote customer support representatives.
• Set performance goals, monitor metrics (CSAT, response times), and provide feedback.
• Develop strategies to enhance customer satisfaction and loyalty.
• Handle escalated issues and ensure timely resolution.
• Train new team members and provide ongoing development.
• Contribute to support policies, procedures, and knowledge base.
• Collaborate with other departments to ensure a seamless customer experience.
• Foster a positive, collaborative remote team culture.

Skills

Leadership

Coaching

Interpersonal skills

CRM systems

Customer support software

Written and verbal English

Education

Bachelor's degree

Tools

CRM systems

Job description

About the Role

Our client, a rapidly expanding SaaS company, is seeking an experienced and inspirational Remote Customer Support Team Lead to manage and mentor their globally distributed support team. This is a fully remote position, offering the chance to lead from anywhere in South Africa. You will be responsible for overseeing daily operations, driving team performance, and ensuring the highest standards of customer service are consistently met. This role requires strong leadership qualities, excellent communication skills, and a deep understanding of customer support best practices. As a leader, you will empower your team, foster a collaborative remote culture, and contribute significantly to customer satisfaction and retention strategies. We are looking for a results-oriented individual who can inspire, guide, and develop a high-performing support team in a virtual environment.

Key Responsibilities

• Lead, manage, and mentor a team of remote customer support representatives.
• Set performance goals, monitor key metrics (e.g., CSAT, response times), and provide regular feedback.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Handle escalated customer issues and ensure their timely and effective resolution.
• Train new team members and provide ongoing professional development opportunities.
• Contribute to the development of support policies, procedures, and knowledge base content.
• Collaborate with other department leads to ensure a seamless customer experience.
• Foster a positive, collaborative, and high-performing remote team culture.

Requirements

• Minimum of 5 years of experience in customer support, with at least 2 years in a team lead or management role.
• Proven experience managing and motivating remote teams.
• Strong understanding of customer support software and CRM systems.
• Excellent leadership, coaching, and interpersonal skills.
• Exceptional problem-solving and decision-making abilities.
• Ability to work independently and drive results in a remote environment.
• Excellent written and verbal communication skills in English.
• Bachelor's degree in Business Administration or a related field is preferred.

Benefits

• Highly competitive salary and performance bonuses.
• Fully remote work arrangement with flexible hours.
• Comprehensive health, dental, and vision insurance.
• Generous opportunities for professional growth and career advancement.
• Company-provided equipment and home office stipend.
• Significant paid time off.
• A dynamic and supportive remote work culture.