Remote Customer Support Team Leader: Growth & Excellence

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

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.