Senior Customer Support Specialist - Remote First

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

Benefits offered by this job

Health insurance

Vision and dental coverage

Paid time off

Professional development

Remote work culture

Bonuses

Retirement plan

Employee assistance program

Impactful work

Job summary

Placements24 is seeking a Senior Customer Support Specialist to join a remote-first team. You will shape customer support strategy, resolve complex issues, and mentor junior staff while engaging with customers across multiple channels.

The role targets delivering exceptional service to a global user base and contributing to continuous improvement initiatives. The ideal candidate has 5+ years in customer support, strong problem-solving and CRM skills, and the ability to work independently in a

Qualifications

• Minimum of 5 years of experience in a customer support role, with at least 2 years in a senior capacity.
• Proven track record of resolving complex technical issues.
• Exceptional problem‑solving and analytical skills.
• Strong understanding of CRM systems and customer support software.
• Excellent written and verbal communication skills.
• Ability to work independently in a remote environment.
• Experience mentoring or leading a small team is a significant advantage.

Responsibilities

• Provide advanced technical support and troubleshoot complex customer issues via phone, email, and chat.
• Analyze customer feedback and support trends to identify areas for product or service improvement.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Mentor and guide junior customer support representatives, sharing best practices and technical expertise.
• Collaborate with engineering and product teams to resolve escalated customer issues and contribute to feature development.
• Proactively identify and address potential customer pain points.
• Ensure all customer interactions are handled with professionalism, empathy, and efficiency.
• Contribute to the development and implementation of new support processes and workflows.
• Monitor key support metrics and report on performance to management.
• Act as a primary point of contact for high-priority customer escalations.

Skills

Senior customer support

CRM systems

Analytical skills

Communication

Remote work

Mentoring

Tools

Zendesk

Salesforce Service Cloud

Job description

About the Role

Our client, a rapidly growing tech innovator, is seeking a highly skilled and motivated Senior Customer Support Specialist to join their dynamic team. This is a fully remote, remote-first position, offering unparalleled flexibility and the opportunity to contribute to a company culture that values collaboration and initiative. As a Senior Specialist, you will be instrumental in shaping our customer support strategy and ensuring exceptional service delivery to a global user base. You will leverage your deep understanding of customer needs and your problem‑solving expertise to resolve complex issues, mentor junior team members, and drive continuous improvement initiatives. This role demands a proactive individual with a passion for customer advocacy and a commitment to maintaining the highest standards of service. The ideal candidate will thrive in an independent work environment and possess outstanding communication skills, enabling them to effectively engage with customers and internal stakeholders across various platforms. We are looking for someone who can not only troubleshoot technical challenges but also build lasting relationships with our valued customers, contributing significantly to customer retention and overall satisfaction. This position is based in the vibrant technological hub of Midrand, Gauteng, ZA , and offers a unique opportunity to grow your career with a forward-thinking organization.

Key Responsibilities

• Provide advanced technical support and troubleshoot complex customer issues via phone, email, and chat.
• Analyze customer feedback and support trends to identify areas for product or service improvement.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Mentor and guide junior customer support representatives, sharing best practices and technical expertise.
• Collaborate with engineering and product teams to resolve escalated customer issues and contribute to feature development.
• Proactively identify and address potential customer pain points.
• Ensure all customer interactions are handled with professionalism, empathy, and efficiency.
• Contribute to the development and implementation of new support processes and workflows.
• Monitor key support metrics and report on performance to management.
• Act as a primary point of contact for high-priority customer escalations.

Requirements

• Minimum of 5 years of experience in a customer support or helpdesk role, with at least 2 years in a senior capacity.
• Proven track record of successfully resolving complex technical issues.
• Exceptional problem‑solving and analytical skills.
• Strong understanding of CRM systems and customer support software (e.g., Zendesk, Salesforce Service Cloud).
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Ability to work independently and manage time effectively in a remote environment.
• Experience in mentoring or leading a small team is a significant advantage.
• Familiarity with SaaS products and cloud‑based technologies.
• A proactive approach to customer service and a passion for exceeding expectations.
• Experience working in a remote‑first company is highly preferred.

Benefits

• Competitive annual salary package.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holiday schedule.
• Opportunities for professional development and continued learning.
• Access to the latest technology and tools.
• A supportive and collaborative remote work culture.
• Performance-based bonuses and recognition programs.
• Retirement savings plan with company matching.
• Employee assistance program for well‑being support.
• The chance to make a significant impact in a growing organization.