Senior Tech Support & Customer Success Lead (Hybrid)

Placements24; Midrand; Hybrid; ZAR 420,000 - 720,000; Full time

Benefits offered by this job

Health insurance

Hybrid work model

Performance bonuses

Job summary

Placements24 in Midrand, Gauteng, is seeking a Senior Customer Support Specialist to deliver expert assistance across phone, email and chat. You will troubleshoot complex issues, mentor junior staff, and collaborate with product and engineering teams to improve support processes.

This hybrid role combines in-office and remote work, requiring strong CRM experience (Zendesk or Salesforce Service Cloud), excellent communication, and a customer‑focused mindset.

Qualifications

• Minimum 5 years of experience in customer service or technical support.
• Ability to handle complex inquiries and problem-solving.
• Excellent communication and interpersonal skills.
• Experience with CRM and ticketing software (Zendesk, Salesforce Service Cloud).

Responsibilities

• Provide advanced technical and non-technical support via phone, email, and chat.
• Troubleshoot and resolve complex customer issues; escalate when needed.
• Develop and maintain knowledge base articles and FAQs.
• Analyze feedback and trends to drive service improvements.
• Mentor junior support staff on best practices and product knowledge.
• Manage escalations and ensure timely resolution of critical issues.
• Contribute to improvement of support processes and tools.
• Collaborate with product and engineering to report and resolve bugs.
• Adhere to company policies for a consistent customer experience.

Skills

Advanced troubleshooting

Customer communication

Mentoring

Tools

Zendesk

Salesforce Service Cloud

Job description

Placements24 in Midrand, Gauteng, is seeking a Senior Customer Support Specialist to deliver expert assistance across phone, email and chat. You will troubleshoot complex issues, mentor junior staff, and collaborate with product and engineering teams to improve support processes.

This hybrid role combines in-office and remote work, requiring strong CRM experience (Zendesk or Salesforce Service Cloud), excellent communication, and a customer‑focused mindset.