Senior Customer Support Specialist - Fully Remote

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

Benefits offered by this job

Home office stipend

Flexible working hours

Health insurance

Professional development opportunities

Job summary

Placements24 is seeking a Senior Customer Support Specialist for a fully remote position with a global client base. The role emphasizes expert handling of complex inquiries, technical assistance, and proactive process improvements.

Strong English communication and a customer-centric mindset are essential. You will work independently in a remote-first environment, collaborating with product and engineering teams to address feedback, update knowledge bases, and mentor junior staff.

Qualifications

• 3–5 years in a senior customer support role.
• Excellent verbal and written English communication.

Responsibilities

• Serve as the primary contact for advanced customer inquiries and escalations.
• Provide omnichannel support via email, live chat and phone with professionalism and empathy.
• Diagnose and troubleshoot complex technical problems and guide customers step-by-step.
• Document all interactions in the CRM system and share learnings with the team.
• Collaborate with product and engineering to act on customer feedback and improve processes.
• Maintain deep product knowledge and provide accurate information to customers.
• Identify opportunities to enhance the customer experience and contribute to knowledge bases.
• Mentor junior team members and share best practices.
• Aim to exceed KPIs for customer satisfaction, response times and resolutions.

Skills

English proficiency

Customer service

Communication

Problem solving

Tools

Salesforce

Zendesk

Job description

About the Role

Our client, a leading innovator in digital solutions, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team. This role is pivotal in ensuring exceptional service delivery and fostering strong relationships with a global customer base. As a fully remote position, we are looking for proactive individuals who thrive in an independent work environment and possess outstanding communication skills. You will be instrumental in addressing complex customer inquiries, providing technical assistance, and contributing to the continuous improvement of our support processes. This is an exciting opportunity to be part of a forward-thinking company that values employee growth and customer satisfaction. The ideal candidate will bring a wealth of knowledge in customer service best practices and a passion for problem-solving. We are committed to building a diverse and inclusive team where all members feel valued and empowered to do their best work, regardless of their geographical location. Join us and make a significant impact from the comfort of your home office. The position requires a high degree of self-discipline and excellent time management skills, essential for success in a remote setting.

Key Responsibilities

• Serve as the primary point of contact for advanced customer inquiries, technical issues, and escalations, ensuring timely and effective resolution.
• Provide comprehensive support across multiple communication channels, including email, live chat, and phone, maintaining a high standard of professionalism and empathy.
• Diagnose and troubleshoot complex technical problems, guiding customers through step-by-step solutions.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Collaborate with internal teams (e.g., product, engineering) to address customer feedback and identify areas for service improvement.
• Develop and maintain a deep understanding of our products and services to effectively assist customers.
• Proactively identify opportunities to enhance the customer experience and contribute to knowledge base articles and FAQs.
• Mentor and guide junior support team members, sharing best practices and expertise.
• Achieve and exceed key performance indicators (KPIs) related to customer satisfaction, response times, and resolution rates.
• Participate in regular team meetings and training sessions to stay updated on product changes and support strategies.

Requirements

Proven experience as a Customer Support Specialist, Helpdesk Technician, or similar role, with at least 3-5 years in a senior capacity. Excellent verbal and written communication skills in English, with the ability to explain technical concepts clearly to non-technical users. Strong problem-solving and analytical skills, with a knack for identifying root causes of issues. Proficiency in using CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems. Ability to work independently and manage time effectively in a fully remote environment. Demonstrated experience in troubleshooting software or technical issues. A patient and customer-centric approach, with a commitment to delivering outstanding service. Experience in a remote-first or remote-friendly work environment is highly preferred. Ability to adapt quickly to new technologies and changing processes. High school diploma or equivalent; a college degree in a related field is a plus.

Benefits

• Our client offers a comprehensive benefits package designed to support your well-being and professional development.
• Enjoy competitive remuneration, including a generous annual salary.
• We provide robust health insurance coverage, including medical, dental, and vision plans.
• Opportunities for continuous learning and career advancement are abundant, with access to training programs and workshops.
• We foster a flexible work environment with flexible working hours to promote work-life balance.
• Additionally, employees receive generous paid time off, including vacation days, sick leave, and public holidays.
• You’ll also have access to a supportive and collaborative remote team environment, with regular virtual social events and team-building activities.
• Investment in your professional growth is a priority, with opportunities to attend industry conferences and gain certifications.
• We also offer a home office stipend to ensure you have a comfortable and productive workspace.

Join our client and experience a rewarding career where your contributions are recognized and valued.