Senior Customer Support Specialist (Remote)

Placements24; Benoni; Hybrid; ZAR 450,000 - 650,000; Full time

Benefits offered by this job

Fully remote work arrangement

Medical, dental, and vision coverage

Retirement savings plan with company**

Job summary

Placements24 is seeking an experienced Senior Customer Support Specialist to join a fully remote team. The role emphasizes handling complex issues, mentoring junior staff, and contributing to strategic improvements in customer service operations.

You will lead with strong analytical skills, train peers, and help shape support processes, while ensuring SLAs and KPIs are met. A high level of self-discipline and remote collaboration is required.

Qualifications

• Minimum of 5 years in customer service, helpdesk, or technical support roles, with at least 2 years in a senior or lead capacity.
• Demonstrated ability to handle complex customer issues with patience and professionalism.
• Excellent communication, listening, and problem-solving skills.
• Experience with CRM systems and support ticketing platforms.
• Strong analytical skills and ability to interpret customer data.
• Proven ability to mentor and guide junior team members.
• Proficiency in relevant software and technical tools.
• Ability to work independently, manage time effectively, and thrive in a remote environment.
• High school diploma required; a Bachelor’s degree is a significant advantage.

Responsibilities

• Handle escalated customer inquiries and complex technical or service-related issues.
• Provide advanced troubleshooting and resolution for challenging customer problems.
• Mentor and coach junior customer support specialists, providing guidance and feedback.
• Analyze customer feedback and support trends to identify areas for improvement.
• Contribute to the development and implementation of new support processes and strategies.
• Create and update comprehensive knowledge base articles and training materials.
• Collaborate with cross-functional teams to resolve customer issues and advocate for customer needs.
• Ensure adherence to SLAs and KPIs.
• Act as a point of escalation for customer complaints and complex cases.
• Champion best practices in customer service and support excellence.

Skills

Customer support

CRM systems

Analytical skills

Mentoring

Problem-solving

Remote work

Communication

Education

High school diploma

Bachelor’s degree (advantage)

Tools

CRM systems

Support ticketing platforms

Job description

About the Role

Our client is seeking an experienced and dedicated Senior Customer Support Specialist to join their fully remote team. This senior-level position is crucial for providing advanced support, mentoring junior team members, and contributing to the strategic enhancement of customer service operations. As a fully remote organization, we empower our employees with the flexibility and resources needed to excel from any location. You will be responsible for handling complex customer issues, identifying root causes, and implementing effective solutions that exceed expectations. The ideal candidate possesses exceptional analytical skills, a proven track record of superior customer service, and the ability to train and guide others. This role offers a significant opportunity for leadership development and career growth within a thriving company that values innovation and customer satisfaction. Join our client and play a pivotal role in shaping the future of customer support.

Key Responsibilities

• Handle escalated customer inquiries and complex technical or service-related issues.
• Provide advanced troubleshooting and resolution for challenging customer problems.
• Mentor and coach junior customer support specialists, providing guidance and feedback.
• Analyze customer feedback and support trends to identify areas for improvement.
• Contribute to the development and implementation of new support processes and strategies.
• Create and update comprehensive knowledge base articles and training materials.
• Collaborate with cross-functional teams (Product, Engineering, Sales) to resolve customer issues and advocate for customer needs.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Act as a point of escalation for customer complaints and complex cases.
• Champion best practices in customer service and support excellence.

Requirements

• Minimum of 5 years of experience in customer service, helpdesk, or technical support roles, with at least 2 years in a senior or lead capacity.
• Demonstrated ability to handle complex customer issues with patience and professionalism.
• Excellent communication, listening, and problem-solving skills.
• Experience with CRM systems and support ticketing platforms.
• Strong analytical skills and ability to interpret customer data.
• Proven ability to mentor and guide junior team members.
• Proficiency in relevant software and technical tools.
• Ability to work independently, manage time effectively, and thrive in a remote environment.
• High school diploma required; a Bachelor's degree is a significant advantage.
• Must be based in or able to work remotely from Benoni, Gauteng, ZA.

Benefits

• Competitive annual salary of R .
• Fully remote work arrangement providing ultimate flexibility.
• Comprehensive medical, dental, and vision coverage.
• Retirement savings plan with company contributions.
• Generous paid time off and vacation policy.
• Opportunities for leadership development and career advancement.
• Access to online learning platforms and professional training.
• A dynamic and supportive remote team culture.