Remote Customer Support Team Lead — Growth & Impact

Placements24; East London; Hybrid; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Performance bonuses

Health insurance

Paid time off

Home office stipend

Growth opportunities

Job summary

Placements24 is seeking a highly motivated Remote Team Lead for Customer Support to manage a distributed team of professionals. This role focuses on delivering exceptional customer service, supporting team members, and implementing strategies to improve satisfaction across all channels.

You will lead, coach, and monitor a remote team, drive KPIs, and collaborate with other departments to enhance the product and service experience.

Qualifications

• Proven experience as a Team Lead or Supervisor in a remote customer support environment.
• Ability to manage and motivate remote teams effectively.
• Strong understanding of customer support principles and best practices.
• Excellent problem-solving, communication, and interpersonal skills.
• Proficiency with customer support software and CRM systems.

Responsibilities

• Lead, coach, and motivate a remote team of customer support representatives to achieve performance targets.
• Monitor team performance metrics (e.g., response times, resolution rates, CSAT) and provide regular feedback.
• Develop and implement strategies to improve customer support processes and enhance the overall customer experience.
• Handle escalated customer issues, providing timely and effective resolutions.
• Conduct regular team meetings and one-on-one sessions to ensure alignment and development.
• Collaborate with other departments to share customer insights and drive product/service improvements.

Job description

Placements24 is seeking a highly motivated Remote Team Lead for Customer Support to manage a distributed team of professionals. This role focuses on delivering exceptional customer service, supporting team members, and implementing strategies to improve satisfaction across all channels.

You will lead, coach, and monitor a remote team, drive KPIs, and collaborate with other departments to enhance the product and service experience.