Remote Lead, Customer Experience & Support (B2B)

Placements24; Durban; Híbrido; ZAR 500.000 - 800.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote work

Medical and dental coverage

Leadership development and career prog

Descripción de la vacante

Placements24 in Durban, South Africa, seeks a Lead Customer Experience Representative to head a remote support team for our logistics software. You will set service standards, handle complex escalations, and drive customer retention from your home office.

The role requires strong leadership, B2B customer-service background, and the ability to analyze feedback and collaborate with sales, operations and product teams to continuously improve the customer journey.

Formación

• Minimum of 5 years in customer service or customer support roles with at least 2 years in a leadership or supervisory capacity.
• Experience in logistics, supply chain, or B2B software is highly desirable.
• Strong leadership, coaching, and team management skills.
• Excellent problem-solving, decision-making and conflict-resolution abilities.

Responsabilidades

• Lead, mentor, and manage a team of remote customer experience representatives, fostering a high-performance culture.
• Set and monitor KPIs for the customer support team, ensuring SLAs are met or exceeded.
• Handle high-priority customer escalations, providing expert-level support and resolution.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Oversee the creation and maintenance of customer support documentation, training materials, and internal knowledge bases.
• Analyze customer feedback, support metrics, and team performance data to identify trends and areas for improvement.
• Collaborate with sales, operations, and product development teams to ensure a cohesive customer experience.
• Train new team members and conduct ongoing training on product updates and service protocols.
• Ensure compliance with company policies and procedures across all support interactions.
• Champion customer-centric initiatives throughout the organization.

Conocimientos

Leadership

Team management

CRM systems

Data analysis

Customer experience

B2B software

Educación

Bachelor's degree in Business Administration

Bachelor's degree in Logistics

Herramientas

HubSpot

Salesforce

Helpdesk software

Descripción del empleo

Placements24 in Durban, South Africa, seeks a Lead Customer Experience Representative to head a remote support team for our logistics software. You will set service standards, handle complex escalations, and drive customer retention from your home office.

The role requires strong leadership, B2B customer-service background, and the ability to analyze feedback and collaborate with sales, operations and product teams to continuously improve the customer journey.