Senior Customer Support Lead - Remote

Placements24; Stellenbosch; Hybrid; ZAR 550,000 - 900,000; Full time

Benefits offered by this job

Flexible working hours

Fully remote position

Health, dental and vision coverage

Professional development allowance

Supportive remote culture

Job summary

Placements24 is seeking a Senior Customer Support Lead to guide a fully remote team delivering exceptional customer experiences. You will mentor staff, implement process improvements, and serve as the escalation point for complex inquiries, collaborating with global teams to maintain service excellence.

The role requires 5+ years in customer support and at least 2 years in a leadership capacity, with strong CRM and helpdesk software experience.

Qualifications

• 5+ years of experience in customer support
• 2+ years in a leadership or supervisory role
• Proven ability to manage and motivate a remote team
• Strong understanding of customer service best practices and helpdesk operations
• Excellent problem-solving, communication, and interpersonal skills

Responsibilities

• Lead, mentor, and manage a team of remote customer support representatives.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Serve as an escalation point for complex customer inquiries and issues.
• Monitor team performance metrics, provide regular feedback, and conduct performance reviews.
• Identify training needs and facilitate skill development opportunities for the team.

Skills

Remote leadership

CRM experience

Customer service excellence

Communication skills

Problem solving

Tools

CRM software

Helpdesk software

Job description

About the Role

Our client is seeking a seasoned and highly skilled Senior Customer Support Lead to guide and mentor their remote customer support team. This leadership role is pivotal in ensuring the delivery of exceptional customer experiences and maintaining high standards of service excellence. You will be responsible for overseeing daily operations, coaching team members, implementing process improvements, and serving as an escalation point for complex customer issues. This is a unique opportunity for an experienced leader who thrives in a fully remote environment and is passionate about developing talent and driving customer satisfaction, working collaboratively with global teams.

Key Responsibilities

• Lead, mentor, and manage a team of remote customer support representatives.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Serve as an escalation point for complex customer inquiries and issues.
• Monitor team performance metrics, provide regular feedback, and conduct performance reviews.
• Identify training needs and facilitate skill development opportunities for the team.

Requirements

• Extensive experience (5+ years) in customer support, with at least 2 years in a leadership or supervisory role.
• Proven ability to manage and motivate a remote team effectively.
• Strong understanding of customer service best practices and helpdesk operations.
• Excellent problem-solving, communication, and interpersonal skills.
• Experience with CRM systems and customer support software is essential.

Benefits

• Excellent base salary with significant bonus potential.
• Fully remote position with flexible working hours.
• Comprehensive health, dental, and vision coverage.
• Generous allowance for professional development and certifications.
• A dynamic and supportive remote work culture that values leadership and innovation.