Remote Tech Support Lead - Drive Global Customer Success

Placements24; Pietermaritzburg; Hybrid; ZAR 600,000 - 1,000,000; Full time

Benefits offered by this job

Stock options

Performance bonuses

Remote work infrastructure and career‑

Development budgets

Job summary

Placements24 seeks an experienced Remote Technical Support Lead to guide a global customer support team. You will define support strategies, mentor staff, and ensure outstanding technical assistance across platforms from anywhere in the world, with a focus on Pietermaritzburg operations.

The ideal candidate has 5–7 years in technical support, 2+ years in leadership, strong troubleshooting skills, and experience with Zendesk or Salesforce.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 5–7 years in technical support with 2+ years in a team lead or supervisory role.

Responsibilities

• Lead, mentor, and manage a team of technical support engineers to ensure high-quality service delivery.
• Develop and implement strategies to improve customer satisfaction and support efficiency.
• Oversee resolution of complex technical issues and customer escalations.
• Monitor KPIs and provide regular reports on team performance.
• Collaborate with product Development and engineering to address bugs and enhance features.
• Create and maintain technical documentation and knowledge base articles.
• Onboard and train new support team members.
• Ensure adherence to SLAs and company policies.
• Drive continuous improvement initiatives within the support function.

Skills

Leadership

Team Management

Problem Solving

Communication

CRM Systems

Cloud Platforms (AWS/Azure)

Education

Bachelor's degree in Computer Science or IT

Tools

Zendesk

Salesforce Service Cloud

Job description

Placements24 seeks an experienced Remote Technical Support Lead to guide a global customer support team. You will define support strategies, mentor staff, and ensure outstanding technical assistance across platforms from anywhere in the world, with a focus on Pietermaritzburg operations.

The ideal candidate has 5–7 years in technical support, 2+ years in leadership, strong troubleshooting skills, and experience with Zendesk or Salesforce.