Senior Remote Tech Support & Escalations Lead

Placements24; Johannesburg; Híbrido; ZAR 600.000 - 1.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Home office stipend

Flexible working hours

Health insurance

Professional development opportunities

Descripción de la vacante

Placements24 is seeking a Senior Customer Support Specialist for a fully remote position with a global client base. The role emphasizes expert handling of complex inquiries, technical assistance, and proactive process improvements.

Strong English communication and a customer-centric mindset are essential. You will work independently in a remote-first environment, collaborating with product and engineering teams to address feedback, update knowledge bases, and mentor junior staff.

Formación

• 3–5 years in a senior customer support role.
• Excellent verbal and written English communication.

Responsabilidades

• Serve as the primary contact for advanced customer inquiries and escalations.
• Provide omnichannel support via email, live chat and phone with professionalism and empathy.
• Diagnose and troubleshoot complex technical problems and guide customers step-by-step.
• Document all interactions in the CRM system and share learnings with the team.
• Collaborate with product and engineering to act on customer feedback and improve processes.
• Maintain deep product knowledge and provide accurate information to customers.
• Identify opportunities to enhance the customer experience and contribute to knowledge bases.
• Mentor junior team members and share best practices.
• Aim to exceed KPIs for customer satisfaction, response times and resolutions.

Conocimientos

English proficiency

Customer service

Communication

Problem solving

Herramientas

Salesforce

Zendesk

Descripción del empleo

Placements24 is seeking a Senior Customer Support Specialist for a fully remote position with a global client base. The role emphasizes expert handling of complex inquiries, technical assistance, and proactive process improvements.

Strong English communication and a customer-centric mindset are essential. You will work independently in a remote-first environment, collaborating with product and engineering teams to address feedback, update knowledge bases, and mentor junior staff.