Remote Operations Manager - Customer Service

Placements24; Mossel Bay; Hybrid; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Remote work stipends

Health, vision, and dental insurance

Generous paid time off

Flexible working hours

Access to online learning resources

Job summary

Placements24 is seeking a highly motivated Remote Operations Manager to lead our customer service division from anywhere. You will oversee a globally distributed team, drive service excellence, and implement strategies to improve satisfaction, response times, and first-contact resolution.

The ideal candidate has 5+ years in customer service management with remote leadership, strong CRM experience, and a track record of building high-performing teams while shaping service strategy.

Qualifications

• Bachelor's degree in Business Administration, Communications, or related field.
• 5+ years of experience in customer service management, with remote leadership.
• Proven ability to build and manage high-performing remote teams.
• Strong understanding of CRM systems and customer support platforms.
• Excellent communication, problem-solving, and decision-making skills.
• Experience in developing and implementing customer service strategies.

Responsibilities

• Manage and lead a globally distributed customer service team, setting clear performance expectations.
• Develop and implement strategies to improve customer satisfaction, response times, and first-contact resolution.
• Monitor and analyze customer service metrics and KPIs, identifying trends and areas for improvement.
• Oversee the implementation and optimization of customer service software and tools.
• Develop and maintain training programs for customer service representatives.
• Handle escalated customer issues and ensure timely and effective resolution.

Skills

Remote leadership

CRM platforms

Communication

Problem-solving

Decision-making

Customer service strategy

Education

Bachelor's degree in Business Administration or related field

Tools

CRM software

Job description

About the Role

Our client is looking for a highly motivated and experienced Remote Operations Manager to lead their customer service division from anywhere. This position is responsible for overseeing the daily operations of the customer support team, ensuring exceptional service delivery, and driving continuous improvement in customer satisfaction. You will manage a remote team, develop performance metrics, and implement strategies to enhance the customer experience. The ideal candidate will be a self-starter with strong remote leadership skills and a deep understanding of customer service best practices.

Key Responsibilities

• Manage and lead a globally distributed customer service team , setting clear performance expectations and fostering a positive remote work culture.
• Develop and implement strategies to improve customer satisfaction, reduce response times, and increase first-contact resolution rates.
• Monitor and analyze customer service metrics and KPIs, identifying trends and areas for improvement.
• Oversee the implementation and optimization of customer service software and tools.
• Develop and maintain comprehensive training programs for customer service representatives.
• Handle escalated customer issues and ensure timely and effective resolution.

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field.
• 5+ years of experience in customer service management, with a significant portion in a remote leadership capacity.
• Proven ability to build and manage high-performing remote teams.
• Strong understanding of CRM systems and customer support platforms .
• Excellent communication, problem-solving, and decision-making skills.
• Experience in developing and implementing customer service strategies.

Benefits

• Highly competitive salary with remote work stipends.
• Comprehensive health, vision, and dental insurance plans.
• Generous paid time off and flexible working hours.
• Opportunity to shape the customer service strategy for a growing company.
• Access to online learning resources for continuous professional development.