Senior Customer Support Specialist (Remote)

Placements24; Sandton; Hybrid; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Premium health, dental, and vision

Generous vacation and sick leave

Professional development budget

Job summary

Placements24 is seeking a highly experienced Senior Customer Support Specialist to lead a fully remote team and elevate the customer experience from your home office. You will mentor peers, resolve complex issues, and collaborate with product and engineering to translate feedback into improvements, all within a remote-first, performance-driven environment.

This senior role demands exceptional communication, problem-solving, and de-escalation skills, with at least 2 years in a lead capacity and a

Qualifications

• Advanced customer support experience; 2+ years in senior/lead role.
• Ability to de-escalate difficult situations and manage escalations.
• Strong knowledge of CRM and ticketing tools; excellent communication.

Responsibilities

• Provide advanced support to customers, resolving complex technical and service issues.
• Mentor and guide junior customer support team members.
• Analyze support trends and recommend process improvements.
• Develop and maintain knowledge base articles and training materials.
• Handle escalated customer complaints and ensure satisfactory resolution.
• Collaborate with product and engineering teams to relay customer feedback.

Skills

Leadership

De-escalation

CRM software

Communication

Problem-solving

Remote work

Education

Related degree or certifications

Tools

Ticketing systems

Job description

About the Role

Our client is looking for a highly experienced Senior Customer Support Specialist to lead and mentor support efforts within their fully remote team. This role requires a deep understanding of customer service best practices, exceptional problem-solving skills, and the ability to handle complex client escalations. You will play a key role in improving support processes and contributing to the overall customer experience from your home office. This is an excellent opportunity for a seasoned professional to make a significant impact in a remote-first organization.

Key Responsibilities

• Provide advanced support to customers, resolving complex technical and service issues.
• Mentor and guide junior customer support team members.
• Analyze support trends and recommend process improvements.
• Develop and maintain comprehensive knowledge base articles and training materials.
• Handle escalated customer complaints and ensure satisfactory resolution.
• Collaborate with product and engineering teams to relay customer feedback.

Requirements

• Extensive experience in a customer support role, with at least 2 years in a senior or lead capacity.
• Proven ability to handle difficult customer situations and de-escalate effectively.
• Strong understanding of support ticketing systems and CRM software.
• Excellent communication, leadership, and problem-solving skills.
• Must be comfortable and productive working remotely.
• Relevant certifications or a degree in a related field are highly valued.

Benefits

• Attractive salary with performance bonuses.
• Fully remote role with complete flexibility.
• Premium health, dental, and vision insurance plans.
• Generous vacation and sick leave policies.
• Professional development budget and growth opportunities.