Senior Customer Support Specialist (Remote)

Placements24; East London; Hybrid; ZAR 600,000 - 1,000,000; Full time

Benefits offered by this job

Remote work

Health insurance

Career development

Paid time off

Job summary

Placements24 is seeking a Senior Customer Support Specialist for a fully remote role serving international clients. The candidate will resolve complex inquiries, mentor junior teammates, and contribute to knowledge base improvements.

You will collaborate with product and engineering teams, maintain high customer satisfaction, and stay current with product updates in a remote-first environment.

Qualifications

• 4–5+ years in customer/technical support handling complex issues.
• Experience mentoring junior team members and leading projects.
• Proven ability to diagnose hardware and software problems remotely.

Responsibilities

• Provide advanced technical and service support to customers.
• Escalate challenging issues and ensure timely resolution.
• Mentor junior specialists and share best practices.
• Develop knowledge base articles and troubleshooting guides.
• Analyze support trends and feedback for product teams.
• Collaborate with cross-functional teams for a seamless experience.
• Improve support processes, efficiency, and customer satisfaction.
• Manage customer relationships and promote retention.
• Participate in onboarding and training sessions as needed.
• Stay updated with product changes and industry best practices.

Skills

Advanced troubleshooting

Mentoring

Remote collaboration

Customer advocacy

Strong communication

Education

Bachelor's degree

Tools

CRM systems

Helpdesk software

Ticketing platforms

Job description

About the Role

Our client, a dynamic global SaaS provider, is seeking a highly experienced Senior Customer Support Specialist to join their fully remote team. This role is pivotal in delivering exceptional technical and service support to our international client base, handling complex issues, and mentoring junior team members. You will act as a subject matter expert, contributing to the continuous improvement of support processes and tools. The ideal candidate possesses extensive experience in customer support, strong problem-solving skills, and a deep understanding of remote team collaboration. If you are passionate about customer advocacy and excel in a remote-first environment, this is an exciting opportunity to advance your career with a leading technology company, working from anywhere. This role specifically supports clients with operations in East London, Eastern Cape and related regions.

Key Responsibilities

• Provide advanced technical and service support to customers, resolving complex inquiries and issues.
• Act as a point of escalation for challenging customer problems, ensuring timely and satisfactory resolution.
• Mentor and guide junior Customer Support Specialists, sharing expertise and best practices.
• Develop and maintain comprehensive knowledge base articles and troubleshooting guides.
• Analyze support trends and provide feedback to product and engineering teams for service enhancements.
• Collaborate with cross-functional teams to ensure a seamless customer experience.
• Identify opportunities to improve support processes, efficiency, and customer satisfaction metrics.
• Manage customer relationships, ensuring high levels of satisfaction and retention.
• Participate in customer onboarding and training sessions as needed.
• Stay current with product updates and industry best practices in customer support.

Requirements

• Minimum of 4-5 years of experience in a customer support or technical support role, with a proven track record of handling complex issues.
• Expertise in troubleshooting software and hardware problems.
• Excellent communication, interpersonal, and analytical skills.
• Proficiency with CRM systems and helpdesk ticketing platforms.
• Demonstrated ability to mentor and lead junior team members.
• Strong understanding of remote work best practices and tools.
• Ability to work independently and manage multiple priorities effectively.
• Experience supporting clients within the East London, Eastern Cape service area is beneficial.
• Bachelor's degree in a relevant field or equivalent practical experience.
• A commitment to providing outstanding customer service in a remote setting.

Benefits

• Competitive salary and performance-based incentives.
• Fully remote work arrangement offering ultimate flexibility.
• Comprehensive health, dental, and vision insurance.
• Significant opportunities for professional development, training, and career advancement.
• A dynamic, collaborative, and supportive global team culture.
• Generous paid time off and holiday schedule.
• Access to cutting-edge support technologies and resources.