Remote Customer Support Team Lead — Lead & Elevate Service

Placements24; East London; Hybride; ZAR 420 000 - 660 000; Plein temps

Avantages offerts par ce poste

Remote work

Equipment provided

Professional development

Home office stipend

Bonuses

Résumé du poste

Placements24 is seeking an experienced Customer Support Team Lead to oversee a fully remote support operation. You will lead a dispersed team, drive performance, ensure SLA adherence, and foster a productive remote work culture.

The role emphasizes leadership, problem-solving, KPI tracking, and training development to elevate service quality across channels while coordinating with other departments for a seamless customer experience.

Qualifications

• 2+ years in a leadership or supervisory role in customer support.
• Experience leading a remote team of support specialists.
• Strong understanding of customer service KPIs and best practices.
• Excellent problem-solving, analytical, and decision-making skills.
• Outstanding communication, interpersonal, and coaching abilities.
• Proficiency with CRM systems and helpdesk software.
• Ability to work independently and manage multiple priorities in a remote setting.

Responsabilités

• Lead, mentor, and motivate a remote team of customer support specialists to achieve goals.
• Oversee daily operations including ticket management, queue monitoring, and resource allocation.
• Ensure inquiries are resolved efficiently within SLAs.
• Develop and implement training programs to improve skills.
• Conduct regular performance reviews and provide feedback for career development.
• Analyze support metrics and identify trends to improve service quality.
• Act as escalation point for complex issues and provide guidance.
• Foster a positive remote team culture and collaborate with other departments.

Connaissances

Leadership

Customer service

Remote team management

KPIs

Coaching

Analytical thinking

Formation

High school diploma or equivalent

Bachelor’s degree advantageous

Outils

CRM software

Helpdesk software

Collaboration tools

Description du poste

Placements24 is seeking an experienced Customer Support Team Lead to oversee a fully remote support operation. You will lead a dispersed team, drive performance, ensure SLA adherence, and foster a productive remote work culture.

The role emphasizes leadership, problem-solving, KPI tracking, and training development to elevate service quality across channels while coordinating with other departments for a seamless customer experience.