Senior Customer Support Lead — Remote

Placements24; Gqeberha; Hybrid; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Annual bonus

Fully remote

Health benefits

Leadership development

Learning resources

Job summary

Placements24 seeks a Senior Customer Support Agent to join a fully remote team in South Africa. You will handle complex customer issues, mentor junior agents, and help improve support processes to ensure prompt, friendly assistance.

Working remotely, you will contribute to service operations, analyze trends, and support continuous learning and development within the team while upholding high standards of customer care.

Qualifications

• 3–5 years of experience in a customer support or helpdesk role.
• Exceptional communication and problem-solving skills.
• Experience with CRM platforms and customer support software.
• Ability to work independently in a remote setting.
• Experience in training or mentoring team members is a strong advantage.

Responsibilities

• Handle escalated customer inquiries and complaints with expertise and empathy.
• Provide guidance and mentorship to junior customer support agents.
• Identify recurring issues and provide feedback for product and development improvements.
• Contribute to creating and updating support documentation, FAQs, and knowledge bases.
• Analyze support metrics to identify trends and drive service improvements.

Skills

Customer support

Remote work

Mentoring / training

CRM platforms

Communication & problem-solving

Tools

CRM software

Job description

Placements24 seeks a Senior Customer Support Agent to join a fully remote team in South Africa. You will handle complex customer issues, mentor junior agents, and help improve support processes to ensure prompt, friendly assistance.

Working remotely, you will contribute to service operations, analyze trends, and support continuous learning and development within the team while upholding high standards of customer care.