Remote Team Lead - Customer Support

Placements24; East London; Hybrid; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Performance bonuses

Health insurance

Paid time off

Home office stipend

Growth opportunities

Job summary

Placements24 is seeking a highly motivated Remote Team Lead for Customer Support to manage a distributed team of professionals. This role focuses on delivering exceptional customer service, supporting team members, and implementing strategies to improve satisfaction across all channels.

You will lead, coach, and monitor a remote team, drive KPIs, and collaborate with other departments to enhance the product and service experience.

Qualifications

• Proven experience as a Team Lead or Supervisor in a remote customer support environment.
• Ability to manage and motivate remote teams effectively.
• Strong understanding of customer support principles and best practices.
• Excellent problem-solving, communication, and interpersonal skills.
• Proficiency with customer support software and CRM systems.

Responsibilities

• Lead, coach, and motivate a remote team of customer support representatives to achieve performance targets.
• Monitor team performance metrics (e.g., response times, resolution rates, CSAT) and provide regular feedback.
• Develop and implement strategies to improve customer support processes and enhance the overall customer experience.
• Handle escalated customer issues, providing timely and effective resolutions.
• Conduct regular team meetings and one-on-one sessions to ensure alignment and development.
• Collaborate with other departments to share customer insights and drive product/service improvements.

Job description

About the Role

Our client is seeking a highly motivated and experienced Remote Team Lead for Customer Support to manage a distributed team of customer service professionals. This role focuses on ensuring exceptional customer service delivery, supporting team members, and implementing strategies to enhance customer satisfaction across all communication channels. You will be instrumental in fostering a collaborative and high-performing remote work environment, driving key performance indicators, and championing customer-centric initiatives. The ideal candidate is a natural leader with a proven ability to manage remote teams effectively and a passion for delivering outstanding support experiences, contributing to the company's success from anywhere.

Key Responsibilities

• Lead, coach, and motivate a remote team of customer support representatives to achieve performance targets.
• Monitor team performance metrics (e.g., response times, resolution rates, CSAT) and provide regular feedback.
• Develop and implement strategies to improve customer support processes and enhance the overall customer experience.
• Handle escalated customer issues, providing timely and effective resolutions.
• Conduct regular team meetings and one-on-one sessions to ensure alignment and development.
• Collaborate with other departments to share customer insights and drive product/service improvements.

Requirements

• Proven experience as a Team Lead or Supervisor, preferably in a remote customer support environment.
• Demonstrated ability to manage and motivate remote teams effectively.
• Strong understanding of customer support principles and best practices.
• Excellent problem-solving, communication, and interpersonal skills.
• Proficiency with customer support software and CRM systems.
• Ability to work independently and manage time effectively in a remote setting.

Benefits

• Competitive salary with performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Home office setup stipend.
• Significant opportunities for professional growth and development in a remote-first organization.