Senior Saas Support Lead — Remote

Placements24; Pietermaritzburg; Remote; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Performance-based bonuses

Private health insurance

Stock options

Flexible working hours

Professional development

Job summary

Placements24, a fast-growing SaaS company, seeks a highly experienced Remote Customer Support Lead to drive remote support operations across a global user base. Based in South Africa with ties to Randburg, you will define and implement best-in-class support strategies and build high-performing remote teams.

You will lead, coach and develop a customer-first culture, optimize processes, monitor KPIs, and collaborate with product, engineering and sales to elevate the customer experience in a fully

Qualifications

• Minimum 5 years in customer support.
• 2+ years in a leadership role.
• Experience managing remote teams.
• Proficient with Zendesk, Salesforce, Intercom.
• Strong data-driven decision making.

Responsibilities

• Lead and mentor a remote support team.
• Define remote-first policies and standards.
• Oversee multi-channel support operations (email, chat, phone).
• Monitor KPIs (CSAT, NPS) and drive improvements.
• Collaborate with product, engineering and sales teams.
• Develop training programs for agents.
• Manage knowledge base and content accuracy.
• Identify trends and provide feedback for product improvements.
• Utilize CRM and helpdesk tools effectively.
• Drive self-service initiatives.

Skills

Leadership

Remote leadership

KPIs

Analytical thinking

Education

Bachelor's degree in Business Administration

Tools

Zendesk

Salesforce

Intercom

Job description

Our client, a fast-growing SaaS company, is seeking a highly experienced and motivated Remote Customer Support Lead to spearhead their remote customer support operations. Based anywhere within South Africa but requiring a strong connection to the team's hub in Randburg, this role is critical in defining and implementing best-in-class customer support strategies for a global user base. The ideal candidate will possess exceptional leadership skills, a deep understanding of customer support best practices in a remote setting, and a proven track record of building and managing high-performing support teams. You will be responsible for driving customer satisfaction, efficiency, and continuous improvement within a fully remote framework. This position offers the unique advantage of a remote-first work environment while still being a vital part of a globally recognized company.

About the Role

Our client, a fast-growing SaaS company, is seeking a highly experienced and motivated Remote Customer Support Lead to spearhead their remote customer support operations. Based anywhere within South Africa but requiring a strong connection to the team's hub in Randburg, this role is critical in defining and implementing best-in-class customer support strategies for a global user base. The ideal candidate will possess exceptional leadership skills, a deep understanding of customer support best practices in a remote setting, and a proven track record of building and managing high-performing support teams. You will be responsible for driving customer satisfaction, efficiency, and continuous improvement within a fully remote framework. This position offers the unique advantage of a remote-first work environment while still being a vital part of a globally recognized company.

Key Responsibilities

• Lead, mentor, and manage a remote team of customer support professionals, fostering a high-performance culture.
• Develop, implement, and refine customer support policies, procedures, and standards for a remote-first environment.
• Oversee daily support operations, ensuring timely and effective resolution of customer inquiries across multiple channels (email, chat, phone).
• Monitor key performance indicators (KPIs) such as response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS), and implement strategies for improvement.
• Collaborate with product, engineering, and sales teams to advocate for customer needs and ensure a cohesive customer experience.
• Develop and deliver comprehensive training programs for new and existing support agents, focusing on product knowledge and support best practices.
• Manage the customer support knowledge base, ensuring content is accurate, up-to-date, and easily accessible.
• Identify trends and patterns in customer issues and provide actionable feedback to relevant departments for product enhancement.
• Utilize and optimize CRM and helpdesk software to streamline support processes and improve efficiency.
• Drive initiatives to enhance customer self-service options and proactively engage customers to improve their experience.

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or management role.
• Proven experience managing remote or distributed teams effectively.
• In-depth knowledge of customer support best practices, tools, and technologies (e.g., Zendesk, Salesforce, Intercom).
• Exceptional leadership, coaching, and team-building skills.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Excellent communication, presentation, and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic, and fully remote work environment.
• Proficiency in developing and managing KPIs for customer support teams.
• Must have reliable internet connectivity and a dedicated home office setup.

Benefits

Our client offers a competitive salary package with significant performance-based bonuses and potential for stock options. Comprehensive private health insurance, including dental and vision coverage, is provided. Employees enjoy generous paid time off and flexible working hours. Opportunities for continuous professional development, including leadership training and industry certifications, are a priority. The company culture emphasizes collaboration, innovation, and work-life balance, all within a fully remote setting. This role allows you to contribute to a global product's success from anywhere in South Africa.