Remote Customer Support Team Lead

Placements24; Polokwane; Hybrid; ZAR 300,000 - 540,000; Full time

Benefits offered by this job

Health insurance

Remote work

Paid time off

Leadership development

Career advancement

Remote collaboration tools

Retirement plan

Performance bonuses

Job summary

WhatJobs Direct seeks an experienced Customer Support Team Lead to manage a fully remote operations, guiding a team of support professionals and driving performance. You will coach, set SLAs, monitor metrics, and foster a collaborative virtual environment to enhance customer satisfaction on a global scale.

Ideal candidates bring 3+ years in customer support with at least 1 year in leadership, strong CRM and data analysis skills, and a proactive, results‑oriented mindset.

Qualifications

• 3+ years in a customer support role, with 1+ year in leadership or supervisory capacity.
• Experience managing remote teams effectively.
• Strong understanding of customer service principles, metrics and best practices.
• Excellent communication, coaching, and interpersonal skills.
• Proficient with CRM software and helpdesk ticketing systems.
• Ability to analyze data, identify trends and drive improvements.
• Proactive, results‑oriented leadership style.
• Bachelor’s degree or equivalent work experience; eligible to work remotely in South Africa.

Responsibilities

• Lead, mentor, and manage a remote Customer Support team.
• Set performance expectations and monitor metrics; provide feedback.
• Develop and implement strategies to improve service quality and efficiency.
• Handle escalated issues with timely resolutions.
• Conduct regular team meetings and one‑on‑ones to review performance.
• Recruit, train, and onboard new team members.
• Ensure adherence to SLAs and company policies.
• Analyze support data to identify trends and improvement areas.
• Collaborate with other departments for a seamless customer experience.
• Champion best practices in customer support and remote leadership.

Skills

Leadership

Communication

Coaching

Data analysis

CRM systems

Helpdesk software

Remote team leadership

Education

Bachelor's degree in Business Administration, Management, or a related field

Tools

CRM software

Ticketing systems

Job description

WhatJobs Direct seeks an experienced Customer Support Team Lead to manage a fully remote operations, guiding a team of support professionals and driving performance. You will coach, set SLAs, monitor metrics, and foster a collaborative virtual environment to enhance customer satisfaction on a global scale.

Ideal candidates bring 3+ years in customer support with at least 1 year in leadership, strong CRM and data analysis skills, and a proactive, results‑oriented mindset.