Remote Team Lead - Customer Support

Placements24; Paarl; Hybrid; ZAR 350,000 - 550,000; Full time

Benefits offered by this job

Competitive salary incentives

Fully remote work arrangement

Health and wellness benefits

Professional development and growth

Supportive virtual team culture

Job summary

Placements24 is seeking an experienced Remote Team Lead for Customer Support to guide a dedicated support team. This fully remote role involves mentoring, performance management, and delivering high-quality customer resolutions from any location.

You will establish best practices, monitor metrics, and collaborate with other departments to drive continuous service improvements while maintaining SLA adherence.

Qualifications

• Proven experience as a Customer Support Team Lead or supervisor.
• Strong understanding of customer service principles and best practices.
• Experience managing remote teams and driving performance.
• Excellent communication and interpersonal skills for team and customer interactions.

Responsibilities

• Lead, train, and mentor a team of customer support representatives, ensuring high performance and motivation.
• Monitor team performance metrics, provide regular feedback, and implement improvement plans.
• Handle escalated customer issues, providing timely and effective resolutions.
• Develop and refine customer support processes and best practices for optimal efficiency.
• Ensure adherence to SLAs and company quality standards.
• Collaborate with other departments to address customer feedback and drive improvements.

Skills

Leadership

Customer service

Coaching

CRM software

Remote team management

Tools

CRM systems

Job description

Our client is searching for an experienced and empathetic Remote Team Lead for Customer Support to guide their dedicated support agents. This is a fully remote position, allowing you to manage and mentor a team from anywhere. You will be responsible for ensuring high levels of customer satisfaction, resolving complex issues, and fostering a positive and productive team environment. The ideal candidate possesses strong leadership skills, a passion for customer service excellence, and the ability to manage performance effectively in a virtual setting, driving quality and efficiency in customer interactions.

Key Responsibilities

• Lead, train, and mentor a team of customer support representatives, ensuring high performance and motivation.
• Monitor team performance metrics, provide regular feedback, and implement improvement plans.
• Handle escalated customer issues, providing timely and effective resolutions.
• Develop and refine customer support processes and best practices for optimal efficiency.
• Ensure adherence to service level agreements (SLAs) and company quality standards.
• Collaborate with other departments to address customer feedback and drive product/service improvements.

Requirements

• Proven experience as a Customer Support Team Lead or in a similar supervisory role.
• Excellent understanding of customer service principles and best practices.
• Strong leadership, coaching, and problem-solving skills.
• Proficiency with customer support software and CRM systems.
• Ability to work effectively in a remote team environment and manage performance remotely.
• Excellent communication and interpersonal skills for effective team and customer interactions.

Benefits

• Competitive salary and performance-based incentives.
• Fully remote work arrangement, offering flexibility and work-life balance.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and team leadership growth.
• A supportive and collaborative virtual team culture.