Remote Customer Support Team Lead

Placements24; Polokwane; Remote; ZAR 167,000 - 335,000; Full time

Benefits offered by this job

Performance-based bonuses

Stock options

Private health insurance including not

Generous paid time off

Flexible working hours

Leadership training and development

Job summary

Placements24 is seeking a Remote Customer Support Lead in South Africa. You will guide and mentor a remote team, resolve complex customer issues, and implement strategies to improve service delivery across channels.

Based anywhere in SA, with a strong connection to the Randburg hub, you will drive KPIs, develop training programs, manage the knowledge base, and collaborate with product and sales to ensure a cohesive, high‑quality customer experience in a fully remote environment.

Qualifications

• Bachelor's degree in business, communications, or related field.
• Minimum 5 years in customer support; at least 2 in leadership.
• Experience managing remote or distributed teams.
• Proficient in Zendesk, Salesforce or Intercom.
• Strong leadership, coaching, and team-building skills.
• Data-driven, KPI-focused with excellent communication.

Responsibilities

• Lead, mentor and manage a remote team of customer support professionals, fostering a high-performance culture.
• Develop, implement and refine policies for remote-first environment.
• Oversee daily support operations across email, chat, phone.
• Monitor KPIs (response time, CSAT, NPS) and drive improvements.
• Collaborate with product, engineering and sales to align on customer needs.
• Deliver training programs for agents on product knowledge.
• Manage knowledge base content.
• Identify trends and provide feedback for product improvements.
• Utilise CRM and helpdesk software to streamline processes.
• Drive initiatives to enhance self-service options.

Skills

Leadership

Remote team management

Customer support

CRM software

Analytical thinking

Communication skills

Education

Bachelor's degree in Business Administration, Communications, or related field

Tools

Zendesk

Salesforce

Intercom

Job description

Discover exciting customer support team lead opportunities across South Africa. This role demands strong leadership skills, excellent communication , and a passion for customer satisfaction. You will guide and mentor a team, resolve complex customer issues, and implement strategies to improve service delivery. Ideal candidates possess experience in team management, CRM software, and a proactive approach to problem‑solving. Explore roles that offer career growth and the chance to make a significant impact on customer experience.

Job Description

About the Role

Our client, a fast‑growing SaaS company, is seeking a highly experienced and motivated Remote Customer Support Lead to spearhead their remote customer support operations. Based anywhere within South Africa but requiring a strong connection to the team's hub in Randburg, this role is critical in defining and implementing best‑in‑class customer support strategies for a global user base. The ideal candidate will possess exceptional leadership skills, a deep understanding of customer support best practices in a remote setting, and a proven track record of building and managing high‑performing support teams. You will be responsible for driving customer satisfaction, efficiency, and continuous improvement within a fully remote framework. This position offers the unique advantage of a remote‑first work environment while still being a vital part of a globally recognized company.

Key Responsibilities

• Lead, mentor and manage a remote team of customer support professionals, fostering a high‑performance culture.
• Develop, implement and refine customer support policies, procedures and standards for a remote‑first environment.
• Oversee daily support operations, ensuring timely and effective resolution of customer inquiries across multiple channels (email, chat, phone).
• Monitor key performance indicators (KPIs) such as response time, resolution time, customer satisfaction (CSAT) and Net Promoter Score (NPS), and implement strategies for improvement.
• Collaborate with product, engineering and sales teams to advocate for customer needs and ensure a cohesive customer experience.
• Develop and deliver comprehensive training programmes for new and existing support agents, focusing on product knowledge and support best practices.
• Manage the customer support knowledge base, ensuring content is accurate, up‑to‑date and easily accessible.
• Identify trends and patterns in customer issues and provide actionable feedback to relevant departments for product enhancement.
• Utilise and optimise CRM and helpdesk software to streamline support processes and improve efficiency.
• Drive initiatives to enhance customer self‑service options and proactively engage customers to improve their experience.

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or management role.
• Proven experience managing remote or distributed teams effectively.
• In‑depth knowledge of customer support best practices, tools and technologies (e.g., Zendesk, Salesforce, Intercom).
• Exceptional leadership, coaching and team‑building skills.
• Strong analytical and problem‑solving abilities, with a data‑driven approach to decision‑making.
• Excellent communication, presentation and interpersonal skills.
• Ability to thrive in a fast‑paced, dynamic, and fully remote work environment.
• Proficiency in developing and managing KPIs for customer support teams.
• Must have reliable internet connectivity and a dedicated home office setup.

Benefits

• Competitive salary package with significant performance‑based bonuses and potential for stock options.
• Comprehensive private health insurance, including dental and vision coverage.
• Generous paid time off and flexible working hours.
• Opportunities for continuous professional development, including leadership training and industry certifications.
• Company culture emphasizes collaboration, innovation and work‑life balance.

R15000 - R30000 per month.