Manager, Customer Care

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.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 & encourage anybody who needs an accommodation to request one from their recruiter.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 Remote's AI guidelines check see here.All of our positions are fully remote. You do not have to relocate to join usWhat you bringExcellent leadership and interpersonal skillsStrong reporting and analytical skillsExceptional communication and presentation skillsExperience working with SaaS companies (preferred)A strong passion for customer experience and eagerness to collaborate with other teams to improve it.An effective listener who can also communicate feedback clearly and in a friendly wayCapable of being highly productive and independent in driving initiatives with minimal oversight from managementA creative problem-solver, capable of making decisions when needed without relying on managementAbility to clearly communicate goals and the direction they should be headed towardsWrites and speaks fluent EnglishIt's not required to have experience working remotely, but considered a plusKey ResponsibilitiesLead, 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.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.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.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.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.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.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.Advocate and actively help improve the continuous optimization and utilization of customer care systems and tools for maximum efficiency across the Customer Care team.Encourage a collaborative and supportive team environment that values individual growth and team cohesion across Customer Care teams and other Remote teams.Assist in recruitment initiatives to build a high-performing and diverse Customer Care team.PracticalsYou'll report to: Director, Customer CareTeam: Customer Experience - Customer CareLocation: For this position we welcome everyone to apply, but we will prioritize applications from the following locations as we encourage our teams to diversify: AMER/LATAMStart date: As soon as possibleRemote Compensation PhilosophyRemote'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 $35,350 to $119,350. 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.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 & People Enablement team on a case by case basis.Application processInterview with recruiterInterview with future managerInterview with team members (peer)Interview with Senior Director, CX Business OpsOur 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:budget for local in-person social events or co-working spacesHow 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 nowHow to applyPlease 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 standardized 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 choose to.Voluntary Self-Identification QuestionsVoluntary Self-IdentificationRemote is an Equal Employment Opportunity employer and as such it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences. Through the below self-identification survey, we invite you to share your demographic information.This information will be used to ensure that our hiring process is inclusive and that people of all backgrounds are represented in our talent pool. All answers are anonymous and will not be tied to your job application or candidate profile. The data will be aggregated and only used internally to inform our hiring strategies and processes to ensure we are actively working toward creating access to opportunities among under-represented groups and increasing our teams’ diversity.The access to the collected data is limited on a need-to-know basis. These questions are optional and voluntary, and will not have any impact on hiring outcomes.
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