Remote E-commerce Customer Support Lead

Placements24; Benoni; Hybrid; ZAR 360,000 - 480,000; Full time

Benefits offered by this job

Remote work

Competitive salary

Performance incentives

Leadership development

Career progression

Job summary

Placements24 is seeking an experienced Remote E-commerce Customer Support Lead to guide a nationwide remote team and elevate service delivery for a growing online retailer. Based remotely, you will mentor agents, resolve complex issues, and drive continuous improvement while maintaining strong product knowledge and brand understanding.

The role focuses on recruiting, onboarding, and managing performance of remote agents, tracking KPIs, and collaborating with Operations and Marketing to enhance

Qualifications

• 3-5 years of experience in customer support, with 1-2 years in a team lead or supervisory role, preferably in e-commerce.
• Proven experience in managing and motivating remote teams.
• Excellent understanding of customer service principles and best practices in an online retail environment.
• Strong problem-solving, conflict resolution, and decision-making skills.
• Exceptional written and verbal communication skills in English.
• Proficiency in using customer service software and CRM systems.
• Ability to work independently and manage time effectively in a remote leadership role.
• Demonstrated ability to lead by example and foster a positive team culture.
• Familiarity with the Gauteng retail market is a plus.

Responsibilities

• Lead, train, and mentor a team of remote customer support representatives to achieve high performance and customer satisfaction metrics.
• Oversee daily operations of the customer support function, ensuring timely and effective resolution of inquiries and issues via email, chat, and phone.
• Develop and implement customer support policies, procedures, and best practices for the e-commerce platform.
• Monitor customer service KPIs, analyze performance data, and identify areas for improvement.
• Handle escalated customer complaints and complex issues, providing expert resolution.
• Contribute to the creation and maintenance of customer support knowledge base content and FAQs.
• Collaborate with Operations and Marketing to address feedback and improve customer experience.
• Ensure the team maintains a high level of product knowledge and brand understanding.
• Recruit, onboard, and manage performance of remote customer support team members.

Skills

Leadership

Remote management

Customer service

Communication

Problem solving

Tools

CRM systems

Helpdesk tools

Job description

About the Role

Our client, a dynamic online retailer, is seeking an experienced and motivational Remote E-commerce Customer Support Lead to guide their remote customer support team and ensure exceptional service delivery nationwide, with an initial focus on enhancing support for customers in the Benoni area. This leadership role is vital for setting service standards, mentoring team members, resolving complex customer issues, and driving continuous improvement in customer satisfaction. The ideal candidate is an empathetic leader with a deep understanding of e-commerce customer service, excellent communication skills, and the ability to thrive in a fully remote leadership capacity. This is an exciting opportunity to shape the customer experience for a growing online brand and develop your leadership skills in a flexible work environment. You will be instrumental in fostering a positive and efficient support culture. This position is 100% remote.

Key Responsibilities

• Lead, train, and mentor a team of remote customer support representatives to achieve high performance and customer satisfaction metrics.
• Oversee daily operations of the customer support function, ensuring timely and effective resolution of customer inquiries and issues via email, chat, and phone.
• Develop and implement customer support policies, procedures, and best practices for the e-commerce platform.
• Monitor customer service KPIs, analyze performance data, and identify areas for improvement.
• Handle escalated customer complaints and complex issues, providing expert resolution.
• Contribute to the creation and maintenance of customer support knowledge base content and FAQs.
• Collaborate with other departments (e.g., Operations, Marketing) to address customer feedback and improve overall customer experience.
• Ensure the team maintains a high level of product knowledge and brand understanding.
• Recruit, onboard, and manage performance of remote customer support team members.

Requirements

• Minimum of 3-5 years of experience in customer support, with at least 1-2 years in a team lead or supervisory role, preferably in e-commerce.
• Proven experience in managing and motivating remote teams.
• Excellent understanding of customer service principles and best practices in an online retail environment.
• Strong problem-solving, conflict resolution, and decision-making skills.
• Exceptional written and verbal communication skills in English.
• Proficiency in using customer service software, CRM systems, and other relevant tools.
• Ability to work independently and manage time effectively in a remote leadership role.
• Demonstrated ability to lead by example and foster a positive team culture.
• Familiarity with the retail market in Gauteng is a plus.

Benefits

• This is a fully remote position offering excellent work-life balance and the flexibility to work from home.
• Our client provides a competitive salary, performance-based incentives, and opportunities for leadership development and career advancement within the e-commerce sector.
• You will join a supportive and collaborative virtual team dedicated to providing outstanding customer service.
• Access to resources and training to enhance leadership and customer support skills will be provided.
• This role offers a significant impact on customer retention and brand loyalty for our online retail business.