Remote Head of Customer Support

Placements24; East London; Hybrid; ZAR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Executive-level benefits

Fully remote role

Home office allowance

Professional development

Job summary

Placements24 is seeking an experienced Remote Head of Customer Support to build and scale a world-class remote team, delivering exceptional service and fostering loyalty. You will develop strategies, optimize processes, and leverage technology to enhance efficiency across touchpoints.

This senior leadership role requires leading distributed teams, with a fully remote work arrangement and an executive-level benefits package.

Qualifications

• 8+ years of experience in customer support leadership, with remote teams.
• Proven track record of building and scaling high-performing support operations.
• Strong strategic thinking, analytical, and problem-solving skills.
• Expertise in customer support software, CRM systems, and relevant technologies.
• Exceptional communication, leadership, and interpersonal abilities.

Responsibilities

• Lead, manage, and mentor a global, remote customer support team, fostering a high-performance culture.
• Develop and execute comprehensive customer support strategies aligned with company goals.
• Implement and refine support processes, tools, and technologies to maximize efficiency and customer satisfaction.
• Analyze support data and metrics to identify trends, insights, and areas for improvement.
• Establish and monitor KPIs for the support team.
• Collaborate with product, sales, and marketing teams to ensure a seamless customer experience.

Skills

Remote leadership

Customer success

Strategic thinking

Analytics

Communication

Team mentoring

Tools

CRM software

Help desk software

Job description

About the Role

Our client is looking for an experienced and strategic leader to take on the role of Remote Head of Customer Support . This critical position will be responsible for building, scaling, and managing a world-class remote customer support team that delivers exceptional service and fosters customer loyalty. You will develop and implement support strategies, optimize processes, and leverage technology to enhance efficiency and customer satisfaction across all touchpoints. This is a senior leadership opportunity for someone passionate about customer success and experienced in leading distributed teams, offering the flexibility of a fully remote work arrangement.

Key Responsibilities

• Lead, manage, and mentor a global, remote customer support team, fostering a high-performance culture.
• Develop and execute comprehensive customer support strategies aligned with company goals.
• Implement and refine support processes, tools, and technologies to maximize efficiency and customer satisfaction.
• Analyze support data and metrics to identify trends, insights, and areas for improvement.
• Establish and monitor key performance indicators (KPIs) for the support team.
• Collaborate with product, sales, and marketing teams to ensure a seamless customer experience.

Requirements

• 8+ years of experience in customer support leadership, with a significant portion managing remote teams.
• Proven track record of building and scaling high-performing customer support operations.
• Strong strategic thinking, analytical, and problem-solving skills.
• Expertise in customer support software, CRM systems, and relevant technologies.
• Exceptional communication, leadership, and interpersonal abilities.

Benefits

• Highly competitive salary and executive-level benefits package.
• Fully remote position offering unparalleled work-life flexibility.
• Significant opportunity to impact customer success and company growth.
• Allowance for home office setup and professional development.
• Lead a motivated, diverse, and talented remote support team.