Senior Remote Customer Support Lead | Tech Expert & Growth

Placements24; Pietermaritzburg; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary package

Comprehensive health, dental, and vis

Generous paid time off

Professional development opportunities

Retirement savings with company match

Performance-based bonuses and Incentiv

Remote work tools and tech access

Supportive remote culture and work–lif

Collaborative virtual team events

Direct impact on customer satisfaction

Job summary

Placements24 is seeking a Senior Customer Support Specialist to join a fully remote team based in Pietermaritzburg, KwaZulu-Natal, ZA. You will deliver advanced technical support across phone, email and chat, diagnose complex issues, mentor juniors, and contribute to knowledge base improvements.

With 5+ years in customer support or tech helpdesk, you will excel at de-escalation, clear communication, and remote collaboration while maintaining a robust understanding of cloud-based SaaS platforms

Qualifications

• Minimum 5 years in a customer support or technical helpdesk role, preferably in a senior capacity.
• Excellent problem-solving and analytical skills with strong technical aptitude.
• Excellent communication, interpersonal, and active listening skills.
• Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to manage multiple priorities and work independently in a remote setting.
• Adept at explaining technical concepts clearly to non-technical users.
• Experience troubleshooting software and hardware issues.
• Demonstrated ability to de-escalate customer concerns empathetically.
• Stable internet connection and dedicated, quiet workspace for remote work.

Responsibilities

• Provide advanced technical support and troubleshooting via phone, email, and chat.
• Analyze and diagnose complex technical issues, identify root causes, and implement solutions.
• Escalate unresolved issues with clear communication and follow-up.
• Develop and maintain knowledge base articles, FAQs, and training materials.
• Mentor and guide junior support staff, sharing expertise and best practices.
• Identify trends in customer issues and provide feedback to product development and engineering teams for improvements.
• Manage customer expectations to ensure timely resolutions and high satisfaction.
• Participate in ongoing training to stay updated on product knowledge and procedures.
• Document all customer interactions and resolutions in the CRM system.
• Contribute to development and refinement of support processes and policies.

Skills

Advanced customer support

Technical troubleshooting

Communication skills

Remote work

Mentoring junior staff

CRM software literacy

Tools

Zendesk

Salesforce Service Cloud

Job description

Placements24 is seeking a Senior Customer Support Specialist to join a fully remote team based in Pietermaritzburg, KwaZulu-Natal, ZA. You will deliver advanced technical support across phone, email and chat, diagnose complex issues, mentor juniors, and contribute to knowledge base improvements.

With 5+ years in customer support or tech helpdesk, you will excel at de-escalation, clear communication, and remote collaboration while maintaining a robust understanding of cloud-based SaaS platforms