Senior Remote Support Lead: Complex Issues & Mentorship

Placements24; LegKraal Gate; Hybrid; ZAR 988,000 - 1,647,000; Full time

Benefits offered by this job

Medical aid

Retirement planning

Career development

Job summary

Placements24 is seeking a Senior Remote Customer Support Specialist to join its fully remote, global team. The role focuses on advanced support, mentoring junior staff, and maintaining high satisfaction standards from a home office.

The ideal candidate has 5+ years in customer support, excels in resolving complex technical issues, and can lead others while collaborating with Product and Engineering to improve the customer experience.

Qualifications

• Minimum of 5 years in customer support, with senior or specialized experience.
• Exceptional written and verbal communication skills.

Responsibilities

• Provide expert-level customer support via email, phone, and chat.
• Troubleshoot and resolve highly complex technical and service-related issues.
• Serve as a point of escalation for challenging customer cases.
• Mentor and guide junior colleagues in technical and procedural aspects.
• Contribute to support documentation and knowledge base content.
• Analyze customer data to identify trends and areas for service improvement.
• Collaborate with Product and Engineering to resolve issues and provide feedback.
• Ensure all interactions are logged in the CRM system.
• Identify opportunities to enhance the customer experience and drive satisfaction.
• Participate in virtual meetings and training sessions to support team goals.

Skills

Communication skills

Analytical thinking

Remote work discipline

Mentoring

Tools

CRM systems

Helpdesk ticketing software

Job description

Placements24 is seeking a Senior Remote Customer Support Specialist to join its fully remote, global team. The role focuses on advanced support, mentoring junior staff, and maintaining high satisfaction standards from a home office.

The ideal candidate has 5+ years in customer support, excels in resolving complex technical issues, and can lead others while collaborating with Product and Engineering to improve the customer experience.