Senior Remote Support Lead | Mentorship & Process

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

Benefits offered by this job

Premium health, dental, and vision

Generous vacation and sick leave

Professional development budget

Job summary

Placements24 is seeking a highly experienced Senior Customer Support Specialist to lead a fully remote team and elevate the customer experience from your home office. You will mentor peers, resolve complex issues, and collaborate with product and engineering to translate feedback into improvements, all within a remote-first, performance-driven environment.

This senior role demands exceptional communication, problem-solving, and de-escalation skills, with at least 2 years in a lead capacity and a

Qualifications

• Advanced customer support experience; 2+ years in senior/lead role.
• Ability to de-escalate difficult situations and manage escalations.
• Strong knowledge of CRM and ticketing tools; excellent communication.

Responsibilities

• Provide advanced support to customers, resolving complex technical and service issues.
• Mentor and guide junior customer support team members.
• Analyze support trends and recommend process improvements.
• Develop and maintain knowledge base articles and training materials.
• Handle escalated customer complaints and ensure satisfactory resolution.
• Collaborate with product and engineering teams to relay customer feedback.

Skills

Leadership

De-escalation

CRM software

Communication

Problem-solving

Remote work

Education

Related degree or certifications

Tools

Ticketing systems

Job description

Placements24 is seeking a highly experienced Senior Customer Support Specialist to lead a fully remote team and elevate the customer experience from your home office. You will mentor peers, resolve complex issues, and collaborate with product and engineering to translate feedback into improvements, all within a remote-first, performance-driven environment.

This senior role demands exceptional communication, problem-solving, and de-escalation skills, with at least 2 years in a lead capacity and a