Senior SaaS Support Lead — Remote

Placements24; Pietermaritzburg; Hybrid; ZAR 360.000 - 520.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Performance-based bonuses

Career advancement opportunities

Continuous training & development

Zusammenfassung

Placements24 is seeking a Senior Customer Support Specialist for a fully remote technology firm. You will be the frontline for advanced technical assistance, handling complex inquiries and driving customer satisfaction from your home office.

Ideal candidates have 5+ years in customer support, strong communication skills, and experience with SaaS or software solutions. This remote role offers global impact and opportunities to mentor peers within a supportive, remote-first environment.

Qualifikationen

• 5+ years in customer support or technical helpdesk.
• 2+ years in a senior or lead capacity.
• Strong written and verbal communication.

Aufgaben

• Provide advanced technical support and troubleshooting via email, chat, and phone.
• Investigate, diagnose, and resolve complex customer issues; escalate when needed.
• Develop and maintain knowledge base articles and FAQs for customers and internal teams.
• Identify trends in inquiries and feedback to product/engineering teams for improvements.
• Mentor and guide junior support staff to ensure consistent service quality.
• Engage with customers to ensure satisfaction and collect experience feedback.
• Manage and prioritize incoming support tickets within defined SLAs.
• Contribute to development and implementation of new support strategies and tools.

Jobbeschreibung

Placements24 is seeking a Senior Customer Support Specialist for a fully remote technology firm. You will be the frontline for advanced technical assistance, handling complex inquiries and driving customer satisfaction from your home office.

Ideal candidates have 5+ years in customer support, strong communication skills, and experience with SaaS or software solutions. This remote role offers global impact and opportunities to mentor peers within a supportive, remote-first environment.