Remote SaaS Support Lead & Team Mentor

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

Benefits offered by this job

Private medical insurance

Retirement fund

Life cover

Professional development budget

Home office stipend

Remote work flexibility

Paid time off

Job summary

Placements24 is seeking a Lead Customer Support Specialist for a fully remote role within South Africa. You will guide a team of support pros, refine processes, and ensure top-tier client satisfaction in a remote-first environment.

The ideal candidate has extensive SaaS support experience, strong leadership, and expertise with CRM systems like Zendesk and Salesforce. Excellent English communication is essential, with a focus on metrics and continuous improvement.

Qualifications

• Minimum 6+ years in customer support or helpdesk roles with leadership experience.
• Proven ability to lead a remote support team.
• Strong troubleshooting skills in SaaS environments.

Responsibilities

• Lead and mentor a team of customer support specialists.
• Oversee daily support operations and ensure prompt responses.
• Develop and optimize support workflows and best practices.
• Act as escalation point for complex issues and expert troubleshooters.
• Analyze support data to identify trends and improvements.
• Collaborate with product/engineering to relay client feedback.
• Create and maintain knowledge base and training materials.
• Monitor KPIs and drive performance improvements.
• Foster collaborative, customer-focused team culture.
• Support hiring and onboarding of new team members.

Skills

Leadership

SaaS

Customer support

CRM systems

Zendesk

Salesforce

Remote work

Mentoring

Problem solving

Communication

Education

Bachelor's degree in Business, Computer Science or related field

Tools

Zendesk

Salesforce

Job description

Placements24 is seeking a Lead Customer Support Specialist for a fully remote role within South Africa. You will guide a team of support pros, refine processes, and ensure top-tier client satisfaction in a remote-first environment.

The ideal candidate has extensive SaaS support experience, strong leadership, and expertise with CRM systems like Zendesk and Salesforce. Excellent English communication is essential, with a focus on metrics and continuous improvement.