Senior Remote Customer Support Leader

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

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