Customer Support Lead; Remote

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**.

• 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.

• 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.

• 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).