Customer Support Lead (Remote)

About the Role

Our client is seeking an experienced and dynamic Customer Support Lead to spearhead their remote customer support operations. This leadership role is crucial for guiding a team of support agents, ensuring the delivery of exceptional service, and driving continuous improvement in our support processes. As a fully remote position, you will manage and mentor your team from your home office, fostering a high-performance culture and ensuring all service level agreements are met. We are looking for a leader with strong operational skills, excellent communication abilities, and a passion for customer advocacy. This is an excellent opportunity to take on a leadership role in a remote-first environment, contributing to our company's success from anywhere, with our primary operational hub located in **Upington, Northern Cape**.

Key Responsibilities

• Lead, coach, and mentor a team of remote customer support representatives to achieve performance goals.
• Oversee daily support operations, ensuring timely and effective resolution of customer inquiries across all channels.
• Monitor team performance, identify training needs, and implement development plans.
• Handle escalated customer issues and provide guidance to team members on complex problem-solving.
• Develop and refine support processes, policies, and procedures to enhance efficiency and customer satisfaction.
• Analyze support metrics and customer feedback to identify trends and areas for improvement.
• Collaborate with other departments to ensure a cohesive customer experience.
• Maintain high standards of quality assurance and customer service excellence.
• Contribute to workforce planning and scheduling for the remote support team.
• Foster a positive and collaborative remote team environment.

Requirements

• Proven experience in customer support, with significant experience in a leadership or supervisory role.
• Demonstrated ability to lead and motivate remote teams effectively.
• Strong understanding of customer service best practices and support operations.
• Excellent problem-solving, analytical, and decision-making skills.
• Proficiency with helpdesk software, CRM systems, and remote collaboration tools.
• Exceptional communication, interpersonal, and conflict-resolution skills.
• Ability to manage multiple priorities and drive results in a fast-paced environment.
• Bachelor's degree in Business, Management, or a related field is preferred.
• Experience with performance management and coaching.
• Reliable internet connection and a suitable home office setup for remote work.

Benefits

• Annual salary of R , paid to you remotely.
• Full remote work arrangement with no office requirement.
• Comprehensive health and wellness benefits package.
• Generous annual leave and paid public holidays.
• Opportunities for remote professional development and virtual training.
• Access to modern remote work tools and collaboration platforms.
• Flexible working hours within defined core collaboration periods.
• Company-provided equipment (laptop, etc.).
• Retirement savings plan.
• Employee Assistance Program (EAP).