Senior Remote Customer Support Lead

Placements24

Johannesburg

Hybrid

ZAR 360,000 - 480,000

Full time

10 days ago

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Benefits offered by this job

Performance-based incentives

Fully remote work

Health, dental, vision insurance

Generous annual leave and paid sick

Professional development

Job summary

Placements24 is seeking a Senior Customer Support Specialist to join a fully remote team. The role focuses on delivering advanced technical assistance, mentoring junior staff, and driving customer satisfaction from a home-based setup.

Candidates should have 3–5 years in customer support, with at least 1 year in a senior capacity, and strong CRM/ticketing skills. Flexible hours and comprehensive benefits are offered in a remote, cross-functional environment.

Qualifications

3-5 years in a customer support or helpdesk role, with at least 1 year in a senior or lead capacity.
Proven ability to troubleshoot and resolve technical issues across various platforms and software.
Excellent communication, active listening, and interpersonal skills, with the ability to explain technical concepts clearly.

Responsibilities

Provide advanced technical support and troubleshooting for a wide range of customer issues via phone, email, and chat.
Analyze and diagnose complex problems, identifying root causes and implementing effective solutions.
Escalate unresolved issues to appropriate departments, ensuring timely resolution and customer follow-up.
Document all customer interactions, solutions, and feedback meticulously in the CRM system.
Contribute to the knowledge base by creating and updating support articles and FAQs.
Mentor and guide junior customer support team members, fostering a collaborative and learning-oriented remote environment.