Remote Customer Support Team Lead — Mentor & Elevate Service

Placements24; Paarl; Hybrid; ZAR 350,000 - 550,000; Full time

Benefits offered by this job

Competitive salary incentives

Fully remote work arrangement

Health and wellness benefits

Professional development and growth

Supportive virtual team culture

Job summary

Placements24 is seeking an experienced Remote Team Lead for Customer Support to guide a dedicated support team. This fully remote role involves mentoring, performance management, and delivering high-quality customer resolutions from any location.

You will establish best practices, monitor metrics, and collaborate with other departments to drive continuous service improvements while maintaining SLA adherence.

Qualifications

• Proven experience as a Customer Support Team Lead or supervisor.
• Strong understanding of customer service principles and best practices.
• Experience managing remote teams and driving performance.
• Excellent communication and interpersonal skills for team and customer interactions.

Responsibilities

• Lead, train, and mentor a team of customer support representatives, ensuring high performance and motivation.
• Monitor team performance metrics, provide regular feedback, and implement improvement plans.
• Handle escalated customer issues, providing timely and effective resolutions.
• Develop and refine customer support processes and best practices for optimal efficiency.
• Ensure adherence to SLAs and company quality standards.
• Collaborate with other departments to address customer feedback and drive improvements.

Skills

Leadership

Customer service

Coaching

CRM software

Remote team management

Tools

CRM systems

Job description

Placements24 is seeking an experienced Remote Team Lead for Customer Support to guide a dedicated support team. This fully remote role involves mentoring, performance management, and delivering high-quality customer resolutions from any location.

You will establish best practices, monitor metrics, and collaborate with other departments to drive continuous service improvements while maintaining SLA adherence.