Remote Team Lead - Customer Support

Placements24; LegKraal Gate; Híbrido; ZAR 420 000 - 540 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Performance bonuses

Health, dental, vision insurance

Fully remote

Career development

Home office allowance

Resumo da oferta

Placements24 in South Africa is seeking a Remote Team Lead to oversee a distributed Customer Support team, based in Mahikeng and operating fully remotely. You will guide a team of specialists, set performance standards, and drive customer satisfaction across all interactions.

The ideal candidate has 3+ years in customer support with at least 1 year in a team lead role, and strong leadership and communication skills for a remote environment.

Qualificações

• 3+ years in customer support with at least 1 year in a team lead role.
• Experience managing remote staff is preferred.
• Strong knowledge of customer service principles and best practices.

Responsabilidades

• Lead, coach, and motivate a team of remote customer support representatives to achieve SLAs and quality standards.
• Monitor team performance, provide regular feedback, and conduct performance reviews for remote employees.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Handle escalated customer inquiries and resolve complex issues with professionalism and efficiency.
• Manage team schedules, workload distribution, and ensure adequate coverage for all support channels.
• Contribute to the development and improvement of support processes, tools, and training materials for a remote workforce.

Conhecimentos

Remote team leadership

CRM software

Customer service excellence

Performance management

Communication

Ferramentas

CRM platforms

Ticketing systems

Descrição da oferta de emprego

About the Role

Our client is looking for a motivated and experienced Remote Team Lead to manage their distributed Customer Support team, based out of Mahikeng but operating entirely remotely. This role is crucial for ensuring high-quality customer service delivery and fostering a positive, productive remote work environment. You will be responsible for guiding a team of customer support specialists, setting performance standards, and driving customer satisfaction across all interactions. This is an ideal opportunity for a leader skilled in managing remote teams and passionate about customer success.

Key Responsibilities

• Lead, coach, and motivate a team of remote customer support representatives to achieve service level agreements (SLAs) and quality standards.
• Monitor team performance, provide regular feedback, and conduct performance reviews for remote employees.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Handle escalated customer inquiries and resolve complex issues with professionalism and efficiency.
• Manage team schedules, workload distribution, and ensure adequate coverage for all support channels.
• Contribute to the development and improvement of support processes, tools, and training materials for a remote workforce.

Requirements

• Proven experience (3+ years) in customer support, with at least 1 year in a team lead or supervisory role, preferably managing remote staff.
• Excellent understanding of customer service principles and best practices.
• Strong leadership, communication, and interpersonal skills, with the ability to inspire and manage a remote team.
• Proficiency with CRM software and customer support platforms.
• Ability to work independently and manage time effectively in a remote setting.
• Problem-solving skills and a customer-centric approach.

Benefits

• Competitive salary with performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Fully remote work arrangement offering flexibility and work-life balance.
• Opportunities for professional development and career growth in remote team management.
• Allowance for home office setup and internet connectivity.