Senior Customer Support Specialist (Remote)

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

About the Role

Our client, WhatJobs Direct, is thrilled to announce an opening for a Senior Customer Support Specialist within their fully remote operations. This position is ideal for an experienced, empathetic, and highly organized professional eager to provide exceptional support from anywhere in South Africa . As a senior member of the team, you will not only handle complex customer inquiries but also contribute to mentoring junior staff and shaping best practices. Our company fosters a remote-first culture, empowering employees with the flexibility and resources to succeed in their roles. We believe in a work environment that supports professional growth, autonomy, and a healthy work-life balance. If you are passionate about delivering outstanding customer experiences and thrive in an independent work setting, this role in the beautiful Western Cape region is a perfect fit.

Key Responsibilities

• Manage a high volume of customer interactions across multiple channels (email, phone, chat, social media).
• Address complex customer issues, troubleshoot problems, and provide effective solutions.
• Act as a point of escalation for challenging customer cases.
• Document all customer interactions, resolutions, and feedback accurately in the CRM system.
• Develop and maintain customer support documentation, FAQs, and knowledge base articles.
• Mentor and provide guidance to junior customer support team members.
• Identify trends in customer inquiries and provide feedback for product or service improvements.
• Contribute to the continuous improvement of support processes and workflows.
• Ensure customer satisfaction by delivering timely, professional, and empathetic service.
• Collaborate with cross-functional teams to resolve customer issues effectively.

Requirements

• Proven experience in a customer support role, with at least 3-4 years in a senior or lead capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using customer support software, ticketing systems, and CRM platforms.
• Ability to manage multiple tasks simultaneously and prioritize effectively.
• Strong technical aptitude and ability to quickly learn new products/services.
• Experience working in a fully remote environment.
• Demonstrated ability to handle difficult customer situations with professionalism and grace.
• A proactive and self-motivated individual with excellent time management skills.
• Must be based in South Africa , preferably within or accessible to the Western Cape region.
• High school diploma or equivalent; a degree in a relevant field is a plus.

Benefits

• Competitive salary and potential for performance bonuses.
• Fully remote work from home, offering significant flexibility.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holiday leave.
• Opportunities for career advancement and professional development.
• Access to online training resources and workshops.
• A supportive and collaborative remote team environment.
• Company-provided laptop and necessary software.
• Employee assistance program for mental and physical well-being.
• Retirement savings plan with company matching.