Remote Senior Customer Support Specialist

Placements24; Johannesburg; Hybrid; ZAR 420,000 - 650,000; Full time

Benefits offered by this job

Health insurance

Remote work setup

Job summary

Placements24 is seeking a Senior Customer Support Specialist to join a fully remote team, delivering expert assistance to clients across channels from Johannesburg, Gauteng. You will mentor juniors, resolve complex issues, and contribute to process improvements while maintaining high customer satisfaction.

This remote-first role requires 4+ years in support (2 in senior roles), strong English communication, and proficiency with Salesforce or Zendesk.

Qualifications

• 4+ years in a customer support or helpdesk role, with at least 2 years in a senior capacity.
• Excellent written and verbal English communication.
• Proficient with CRM systems (Salesforce, Zendesk) and ticketing.
• Ability to work independently in a remote setting.
• Experience supporting SaaS products is desirable.

Responsibilities

• Provide advanced technical and customer support via phone, email, and chat.
• Investigate, troubleshoot, and resolve complex inquiries.
• Document interactions in the CRM system.
• Escalate unresolved issues and ensure timely resolution.
• Mentor junior team members and share product knowledge.
• Identify trends and feedback to product and dev teams.
• Act as escalation point for critical issues.
• Improve support policies and tools.

Skills

Customer support

Lead/mentorship

CRM proficiency

Remote work

English communication

Tools

Salesforce

Zendesk

Job description

About the Role

Our client is seeking an experienced and highly motivated Senior Customer Support Specialist to join their fully remote team. This role is crucial for ensuring exceptional customer satisfaction and providing expert-level assistance to clients across various channels. As a remote-first organization, we foster a culture of autonomy, collaboration, and continuous improvement. You will be a key player in resolving complex customer issues, mentoring junior team members, and contributing to the enhancement of our support processes. This is an excellent opportunity for a dedicated professional looking to build a career with a forward-thinking company from the comfort of their home office, serving clients nationwide from their base in Johannesburg, Gauteng.

Key Responsibilities

• Provide advanced technical and customer support via phone, email, and chat to a diverse customer base.
• Investigate, troubleshoot, and resolve complex customer inquiries and issues with efficiency and accuracy.
• Document customer interactions, issues, and resolutions in the CRM system meticulously.
• Escalate unresolved issues to appropriate departments and follow up to ensure timely resolution.
• Develop and maintain comprehensive knowledge base articles and FAQs to empower customers and internal teams.
• Train and mentor new and junior customer support representatives, sharing best practices and product knowledge.
• Identify trends in customer issues and provide feedback to product and development teams for service improvements.
• Act as a point of escalation for critical customer issues, ensuring a high level of client satisfaction.
• Contribute to the continuous improvement of customer support policies, procedures, and tools.

Requirements

• Proven experience (minimum 4 years) in a customer support or helpdesk role, with at least 2 years in a senior or lead capacity.
• Exceptional communication, interpersonal, and problem-solving skills.
• Proficiency in using CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
• Strong technical aptitude and ability to quickly learn new software and systems.
• Demonstrated ability to handle complex and high-pressure customer situations with empathy and professionalism.
• Excellent written and verbal communication skills in English.
• Ability to work independently, manage time effectively, and maintain high productivity in a remote setting.
• A dedicated home office setup with a stable internet connection is required.
• Experience supporting SaaS products or similar technical services is highly desirable.

Benefits

• Fully remote work position, offering flexibility and work-life balance.
• Annual salary of ZAR, commensurate with experience.
• Opportunity to join a leading company with a strong remote-first culture.
• Comprehensive health insurance and retirement benefits.
• Generous paid time off and company holidays.
• Opportunities for professional growth and career advancement within the organization.
• Access to online training and development resources.