Remote SaaS Support Lead | Build a High-Impact Team

Placements24; Pietermaritzburg; Remote; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Performance-based bonuses

Private health insurance

Stock options

Flexible working hours

Professional development

Job summary

Placements24, a fast-growing SaaS company, seeks a highly experienced Remote Customer Support Lead to drive remote support operations across a global user base. Based in South Africa with ties to Randburg, you will define and implement best-in-class support strategies and build high-performing remote teams.

You will lead, coach and develop a customer-first culture, optimize processes, monitor KPIs, and collaborate with product, engineering and sales to elevate the customer experience in a fully

Qualifications

• Minimum 5 years in customer support.
• 2+ years in a leadership role.
• Experience managing remote teams.
• Proficient with Zendesk, Salesforce, Intercom.
• Strong data-driven decision making.

Responsibilities

• Lead and mentor a remote support team.
• Define remote-first policies and standards.
• Oversee multi-channel support operations (email, chat, phone).
• Monitor KPIs (CSAT, NPS) and drive improvements.
• Collaborate with product, engineering and sales teams.
• Develop training programs for agents.
• Manage knowledge base and content accuracy.
• Identify trends and provide feedback for product improvements.
• Utilize CRM and helpdesk tools effectively.
• Drive self-service initiatives.

Skills

Leadership

Remote leadership

KPIs

Analytical thinking

Education

Bachelor's degree in Business Administration

Tools

Zendesk

Salesforce

Intercom

Job description

Placements24, a fast-growing SaaS company, seeks a highly experienced Remote Customer Support Lead to drive remote support operations across a global user base. Based in South Africa with ties to Randburg, you will define and implement best-in-class support strategies and build high-performing remote teams.

You will lead, coach and develop a customer-first culture, optimize processes, monitor KPIs, and collaborate with product, engineering and sales to elevate the customer experience in a fully