<div><h2><strong>About Remote</strong></h2> <div><span>Remote is solving modern organizations’ biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from 6 different continents (Antarctica left to go!) and all of our positions are fully remote.<br /><br />We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform.</span></div> <div> </div> <div><span>If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work!</span></div></div><h2><strong>What you bring</strong></h2> <ul> <li>Excellent leadership and interpersonal skills</li> <li>Strong reporting and analytical skills</li> <li>Exceptional communication and presentation skills</li> <li>Experience working with SaaS companies (preferred)</li> <li>A strong passion for customer experience and eagerness to collaborate with other teams to improve it.</li> <li>An effective listener who can also communicate feedback clearly and in a friendly way</li> <li>Capable of being highly productive and independent in driving initiatives with minimal oversight from management</li> <li>A creative problem-solver, capable of making decisions when needed without relying on management</li> <li>Ability to clearly communicate goals and the direction they should be headed towards</li> <li>Writes and speaks fluent English</li> <li>Its not required to have experience working remotely, but considered a plus</li> </ul> <p> </p> <h2><strong>Key Responsibilities </strong></h2> <ul> <li>Lead, inspire, and coach a team of Customer Care Specialists and the wider Customer Care team to achieve exceptional customer satisfaction by embodying our core Customer Experience (CX) principles, enhancing their skills in communication, problem-solving, product knowledge, and efficiency.</li> <li>Address and manage team performance issues timely, providing constructive feedback and development plans, while mentoring and sharing knowledge with other leaders for effective performance management.</li> <li>Serve as the primary contact for escalated customer issues, ensuring prompt and effective resolutions. Identify underlying problems and take the initiative to fix root causes cross-functionally.</li> <li>Suggest, develop and roll-out new processes, policies and guidelines to improve the overall customer experience and service standards, measure success and iterate as needed. Staying aware of industry best practices and emerging trends to adapt these strategies as needed.</li> <li>Collaborate with various teams to optimize internal processes and workflows, promoting efficiency and knowledge sharing, and see the through to ensure successful adoption of them.</li> <li>Use data to analyze service performance metrics, providing insight into trends and opportunities for enhancement. Lead initiatives based on these insights to improve customer service experiences and standards.</li> <li>Help design and refine training programs for both existing and new team members, with a focus on system proficiency and fostering a culture that excels in our CX core competencies.</li> <li>Advocate and actively help improve the continuous optimization and utilization of customer care systems and tools for maximum efficiency across the Customer Care team.</li> <li>Encourage a collaborative and supportive team environment that values individual growth and team cohesion across Customer Care teams and other Remote teams.</li> <li>Assist in recruitment initiatives to build a high-performing and diverse Customer Care team</li> </ul> <p> </p> <h2><strong>Practicals</strong></h2> <ul> <li><strong>Youll report to:</strong> Director of Customer Care</li> <li><strong>Team:</strong> Customer Care</li> <li><strong>Location</strong>: Depends on business requirements</li> </ul> <p> </p> <h2><strong>Remote Compensation Philosophy</strong></h2> <p>Remotes <a href="https://www.notion.so/remotecom/people-Total-Rewards-1945bce8d3924ece9421ba8630f57b0c">Total Rewards philosophy</a> is to ensure fair, unbiased compensation and fair <span>equity</span><span> pay </span>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.</p> <p>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.<br /><br />The base salary range for this full-time position is $35,350 USD to $79,550 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.</p> <div> <div> </div> </div> <p><em>At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards &amp; People Enablement team on a case by case basis.</em></p> <h2><strong>Application process</strong></h2> <p><strong>Round One</strong></p> <ul> <li>Recruiter Interview: 30min</li> </ul> <p><strong>Round Two</strong></p> <ul> <li>Hiring Manager Interview: 45min (CS Director) </li> </ul> <p><strong>Round Three</strong></p> <ul> <li>Peer Manager Interview: 45min -</li> <li>Director Interview: 30 Min - </li> </ul> <p><strong>Round Four</strong></p> <ul> <li>Final Interview: CS Director + Manager</li> <li>Bar Raiser Interview</li> </ul> <p> </p> <p></p> <p>#LI-DNP</p><div><div><div><p>Remotes <a href="https://www.notion.so/remotecom/people-Total-Rewards-1945bce8d3924ece9421ba8630f57b0c">Total Rewards philosophy</a> is to ensure fair, unbiased compensation and fair <span>equity</span><span> pay </span>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.</p> <p>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.<br /><br />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.<br /><br /><em>At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards &amp; People Enablement team on a case by case basis.</em></p></div><div>The annual salary range for this full-time position is</div><div><span>$35,350</span><span>—</span><span>$79,550 USD</span></div></div></div><div><h2><strong>Benefits</strong></h2> <div> <div><span>Our full benefits &amp; perks are explained in our handbook at <a href="http://remote.com/r/benefits" target="_blank">remote.com/r/benefits</a>. As a global company, each country works differently, but some benefits/perks are for all Remoters:</span></div> <ul> <li><span>work from anywhere</span></li> <li><span>flexible paid time off</span></li> <li><span>flexible working hours (we are <a href="https://remote.com/async" target="_blank">async</a>)</span></li> <li><span>16 weeks paid parental leave</span></li> <li><span>mental health support services</span></li> <li><span>stock options</span></li> <li><span>learning budget</span></li> <li><span>home office budget &amp; IT equipment</span></li> <li><span>budget for local in-person social events or co-working spaces</span></li> </ul> </div> <h2><strong>How you’ll plan your day (and life)</strong></h2> <p><span>We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at <a href="https://remote.com/async" target="_blank">remote.com/async</a>.</span></p> <p><span>You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your <strong>life-work balance</strong> is important and you will be encouraged to put yourself and your family first, and fit work around your needs.</span></p> <p><span>If that sounds like something you want, apply now!</span></p> <h2><strong>How to apply</strong></h2> <ol> <li><span>Please fill out the form below and upload your CV with a PDF format.</span></li> <li><span><strong>We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.</strong></span></li> <li><span>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.</span></li> </ol> <p><span>Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask &amp; encourage anybody who needs an accommodation to request one from their recruiter.<br /></span></p> <p><span>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.</span></p> <p><span>At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about Remotes AI guidelines check see <a href="https://www.notion.so/remotecom/Guidelines-on-using-AI-when-applying-for-a-job-at-Remote-11ccb4dadab4805f80a7c73b6567bd8f" target="_blank">here</a>. </span><br /><br /><span><em>Please note we accept applications on an ongoing basis. </em></span></p></div>