Senior Customer Support Lead - Remote

Placements24; Randburg; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary and bonus structure

Comprehensive health benefits

Generous paid time off

Career growth and leadership developm­

Fully remote work environment

Professional development stipends

Job summary

Placements24 is assisting a pioneering fintech company in recruiting a Senior Customer Support Lead for their fully remote operations. In this pivotal leadership role you will guide a team of support professionals, shape customer experience, and drive continuous improvement in processes across the organization.

You should have at least 5 years in customer support with 2+ in leadership, strong remote team management, excellent communication, and hands-on with CRM and helpdesk tools.

Qualifications

• Minimum of 5 years in customer support, with at least 2 years in a leadership or supervisory role.
• Demonstrated ability to lead and motivate a remote team effectively.
• Exceptional communication, problem-solving, and conflict-resolution skills.
• Proven experience with CRM systems and helpdesk software.

Responsibilities

• Lead, mentor, and manage a team of customer support representatives in a remote setting.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Monitor team performance, set KPIs, and provide regular feedback and coaching.
• Oversee the resolution of complex customer issues and escalations.
• Analyze support data to identify trends, areas for improvement, and opportunities for process optimization.

Skills

Leadership

Remote team management

Communication

Data-driven

Problem solving

Education

Bachelor's degree or equivalent

Tools

CRM software

Helpdesk software

Remote collaboration tools

Job description

About the Role

Our client, a pioneering fintech company, is seeking an experienced and driven Senior Customer Support Lead to join their fully remote operations. This is a pivotal leadership role where you will guide a team of customer support professionals, ensuring the delivery of exceptional service and driving continuous improvement in support processes. As a remote-first organization, we are committed to fostering a connected and productive virtual workplace, equipping you with the tools and support needed to succeed. You will play a key role in shaping customer support strategies, mentoring team members, and enhancing the overall customer experience. The ideal candidate has a proven track record in customer support leadership, possesses strong analytical and problem-solving skills, and excels in a remote team environment. Your leadership will be instrumental in maintaining our client's high standards of customer satisfaction and operational efficiency.

Key Responsibilities

• Lead, mentor, and manage a team of customer support representatives in a remote setting.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Monitor team performance, set KPIs, and provide regular feedback and coaching.
• Oversee the resolution of complex customer issues and escalations.
• Analyze support data to identify trends, areas for improvement, and opportunities for process optimization.
• Collaborate with other departments (e.g., Product, Engineering) to address customer feedback and system issues.
• Contribute to the development and maintenance of support documentation and training materials.
• Ensure adherence to company policies and service level agreements.
• Foster a positive and collaborative team culture within a remote environment.

Requirements

• Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or supervisory role.
• Demonstrated ability to lead and motivate a remote team effectively.
• Exceptional communication, problem-solving, and conflict-resolution skills.
• Proven experience with CRM systems and helpdesk software.
• Strong analytical skills and the ability to interpret data to drive improvements.
• Proficiency in remote collaboration tools and a dedicated home office setup.
• Bachelor's degree in a relevant field or equivalent practical experience.
• Experience in the fintech or SaaS industry is a significant plus.

Benefits

• Highly competitive salary and bonus structure.
• Comprehensive health, dental, and vision benefits.
• Generous paid time off and flexible work arrangements.
• Significant opportunities for career growth and leadership development.
• A fully remote position with a supportive and innovative company culture.
• Professional development stipends and training opportunities.