About Remote

Remote is solving global remote organizations' biggest challenge: employing anyone anywhere compliantly. We make it possible for businesses big and small to employ a global team by handling global payroll, benefits, taxes, and compliance. Check out remote.com/how-it-works to learn more or if you're interested in adding to the mission, scroll down to apply now.

Please take a look at remote.com/handbook to learn more about our culture and what it is like to work here. Not only do we encourage folks from all ethnic groups, genders, sexuality, age and abilities to apply, but we prioritize a sense of belonging. You can check out independent reviews by other candidates on Glassdoor or look up the results of our candidate surveys to see how others feel about working and interviewing here.

All of our positions are fully remote. You do not have to relocate to join us!

What this job can offer you

This is an exciting time to join Remote and make a personal difference in the global employment space as a Manager, Customer Care, joining our Customer Experience team.
The Manager, Customer Care is responsible for all points of customer contact, email, and chat, delivering training to new employees, handling personnel issues, and assisting in the development of a documented training curriculum for both customer service and Remote.

What you bring

College degree(Not Mandatory)
Prior team management experience of a support team of a remote company.
A proven track record in customer service.
Excellent verbal and written communication skills.
Willingness to collaborate with other teams, as necessary.
Strong reporting and analytical skills
A quick learner and self-starter with excellent computer skills.
Problem-solving skills and proactive in addressing issues are vital.
Open-minded, agile, and able to perform a variety of tasks and implement quick solutions in a fast-paced environment
ZenDesk CRM experience is a plus.
Writes and speaks fluent English

Key Responsibilities

Lead, mentor, and develop a high-performing customer care team.
Foster a positive and collaborative team environment.
Conduct regular performance reviews and provide constructive feedback.
Ensure the delivery of exceptional customer service across all channels (phone, email, chat).
Monitor and manage customer care metrics, including response times and customer satisfaction scores.
Handle escalated customer inquiries and complaints, ensuring swift resolution.
Develop and implement efficient customer care processes and procedures.
Utilise data and analytics to identify areas for operational improvement.
Collaborate with other departments (e.g., Product, Engineering, Sales) to streamline workflows and enhance customer experience.
Manage and optimise customer support tools and systems.
Contribute to the development of the customer care strategy in alignment with company goals.

Practicals

You'll report to: Senior Director of CX Business Operations
Team: Customer Care
Location: EMEA
Start date: As soon as possible

Remote Compensation Philosophy

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.

The base salary range for this full-time position is $26,000 USD to $59,000 USD. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.

Application process

Interview with recruiter
Interview with future manager
Interview with team members (no managers present)
Prior employment verification check

#LI-DNP

Benefits

Our full benefits & perks are explained in our handbook at remote.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all Remoters:

work from anywhere
unlimited personal time off (minimum 4 weeks)
quarterly company-wide day off for self care
flexible working hours (we are async)
16 weeks paid parental leave
mental health support services
stock options
learning budget
home office budget & IT equipment
budget for local in-person social events or co-working spaces

How you'll plan your day (and life)

We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.

You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.

If that sounds like something you want, apply now!

How to apply

Please fill out the form below and upload your CV with a PDF format.
We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
If you don't have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.

We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it's important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to.

Summary
Company name: Remote
Remote job title: Associate Manager, Customer Care
Job tags: Zendesk, English, Taxes