Remote Customer Support Team Lead

Placements24; Sandton; Hybrid; ZAR 700,000 - 1,000,000; Full time

Benefits offered by this job

Health insurance

Remote-first culture

Home office stipend

Career growth & leadership development

Annual bonuses

Equity potential

Paid time off

Equipment provided

Team-building events

Job summary

Placements24 is seeking an experienced Remote Customer Support Team Lead to guide a distributed team and ensure top-tier service in a fully remote setting. You will drive daily operations, set KPIs, and mentor agents to achieve excellence.

You will collaborate with product and engineering teams to prioritize customer needs while maintaining a high-energy, results-driven team culture. A strong SaaS background and leadership track record are essential.

Qualifications

• Minimum of 4 years in customer support with at least 2 years in a leadership role.
• Experience managing and motivating remote teams.
• Excellent leadership, coaching, and interpersonal skills.
• Strong understanding of customer support metrics, practices, and tools (Zendesk, Intercom).
• Demonstrated problem-solving and analytical abilities.
• Outstanding written and verbal communication skills.
• Ability to develop and implement effective support strategies.
• Experience with SaaS products and a technical aptitude.

Responsibilities

• Lead, manage, and mentor a remote team of Customer Support Specialists.
• Oversee daily support operations, ensuring efficient ticket management and timely issue resolution.
• Set performance goals and KPIs for the team and individuals; monitor progress and provide feedback.
• Develop strategies to improve customer satisfaction, service quality, and operational efficiency.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Train and onboard new support team members; ensure they are equipped with necessary skills.
• Analyze support data and trends to identify improvement opportunities and implement actions.
• Act as escalation point for complex issues and provide guidance.
• Collaborate with Product and Engineering to advocate for customer needs and product improvements.
• Foster a positive, collaborative, and customer-centric culture in a remote setting.

Skills

Remote team leadership

Customer support

Leadership coaching

Communication

Problem solving

Process improvement

Education

Bachelor's degree

Tools

Zendesk

Intercom

Job description

About the Role

Our client, a rapidly growing SaaS company, is seeking an experienced and dynamic Remote Customer Support Team Lead to manage and inspire their distributed customer support team. This role is fully remote, demanding strong leadership skills and the ability to foster a high-performing, cohesive unit within a virtual environment. You will be responsible for overseeing daily operations, ensuring exceptional service delivery, driving team performance, and mentoring support agents. This is a fantastic opportunity for a proven leader with a passion for customer advocacy and operational excellence to shape the future of customer support for an innovative organization. We are looking for individuals who can motivate, guide, and empower their team to exceed customer expectations. As a remote-first company, we are dedicated to creating a supportive and engaging virtual workplace that promotes collaboration and professional growth. The ideal candidate will possess a deep understanding of customer support best practices and a commitment to continuous improvement.

Key Responsibilities

• Lead, manage, and mentor a remote team of Customer Support Specialists.
• Oversee daily support operations, ensuring efficient ticket management and timely issue resolution.
• Set performance goals and KPIs for the team and individual agents, monitoring progress and providing feedback.
• Develop and implement strategies to improve customer satisfaction, service quality, and operational efficiency.
• Conduct regular team meetings, one-on-one coaching sessions, and performance reviews.
• Train and onboard new support team members, ensuring they are equipped with the necessary skills and knowledge.
• Analyze support data and trends to identify areas for improvement and implement corrective actions.
• Act as an escalation point for complex customer issues, providing expert guidance.
• Collaborate with other departments (e.g., Product, Engineering) to advocate for customer needs and improve the product/service.
• Foster a positive, collaborative, and customer-centric team culture within a remote setting.

Requirements

• Minimum of 4 years of experience in customer support, with at least 2 years in a leadership or supervisory role.
• Proven experience managing and motivating remote teams.
• Excellent leadership, coaching, and interpersonal skills.
• Strong understanding of customer support best practices, metrics, and tools (e.g., Zendesk, Intercom).
• Exceptional problem-solving and analytical abilities.
• Outstanding written and verbal communication skills.
• Ability to develop and implement effective support strategies.
• Experience with SaaS products and a strong technical aptitude.
• Bachelor's degree in Business Administration, Management, or a related field is preferred.
• Demonstrated ability to thrive in a fully remote, fast-paced work environment.

Benefits

• Highly competitive annual salary.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and company holidays.
• Significant opportunities for career growth and leadership development.
• Fully remote work arrangement with flexible scheduling options.
• Company-provided equipment and home office stipend.
• Access to leadership training and professional development programs.
• Annual performance bonuses and potential for equity.
• Robust retirement savings plan with employer match.
• Regular virtual team-building activities and social events.