Senior Customer Support Lead - Remote (South Africa)

Placements24; Stellenbosch; Hybrid; ZAR 360,000 - 600,000; Full time

Benefits offered by this job

Remote-first culture

Health insurance

Paid time off

Professional development

Laptop provided

Retirement plan with company match

Job summary

WhatJobs Direct is seeking a Senior Customer Support Specialist for its fully remote teams across South Africa. The role emphasizes leadership, mentoring, and shaping support best practices from a remote setting in the Western Cape region.

You will manage complex inquiries, document resolutions, and drive continuous improvement in support processes while collaborating with cross-functional teams. A high level of empathy and excellent communication are essential.

Qualifications

• Senior or lead-level experience in customer support.
• Excellent communication and problem-solving skills.
• Experience with CRM and ticketing systems in a remote setting.

Responsibilities

• Handle high volume customer inquiries across channels.
• Troubleshoot issues and provide effective solutions.
• Escalate complex cases as needed.
• Document interactions and resolutions in the CRM.
• Develop and maintain knowledge base articles.
• Mentor junior team members.
• Identify trends and suggest product/service improvements.
• Contribute to process and workflow improvements.
• Ensure timely, professional, empathetic service.
• Collaborate with cross-functional teams to resolve issues.

Skills

Customer support leadership

Communication skills

CRM tools

Remote work experience

Education

High school diploma or equivalent

Bachelor's degree (preferred)

Tools

Ticketing systems

CRM platforms

Support software

Job description

WhatJobs Direct is seeking a Senior Customer Support Specialist for its fully remote teams across South Africa. The role emphasizes leadership, mentoring, and shaping support best practices from a remote setting in the Western Cape region.

You will manage complex inquiries, document resolutions, and drive continuous improvement in support processes while collaborating with cross-functional teams. A high level of empathy and excellent communication are essential.