Senior EOR Ops Client Services Lead

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 onboarding space as a Senior Client Services Specialist, joining our EOR Operations team.

At Remote, our ambition is to provide the best end-to-end customer experience. Working in partnership with our Client Service and Global Operations teams, you will design and execute the EOR experience for our Enterprise client(s) and their employees. You will also amplify the needs of the customer internally, by driving continuous feedback into our Operations, Product, and Customer Experience teams on ways we can better service these high-profile clients.

This role requires you to be fluent, both written and orally, in German, Bulgarian and English.

What you bring

• Fluent in German and/or Bulgarian and English (written and orally)
• 4-6+ years client service experience, managing progressively more senior accounts, ideally for HR Saas company, and/or managing complex customer success or operations projects within a technology-driven environment.
• Strong ability to manage senior-level stakeholder relationships and deliver client-focused solutions based on customer feedback.
• Excellent communication and interpersonal skills, capable of collaborating cross-functionally others and directing stakeholders across multiple teams.
• Deep understanding of Remote’s EOR operations, and the ability to translate customer insights into actionable feedback for product and market strategy adjustments.
• Demonstrated ability to analyze, optimize, and systematically approach problem-solving and project management.
• Experience with resource management across diverse internal teams - knowing how to coordinate multiple moving parts of a project into cohesive and clear stakeholder updates.
• Proven success driving account/customer health and churn prevention.
• Creative problem-solving abilities with the ability to get stuff done fast, and well.
• Ability to adapt to a fast-paced, international work environment with a passion for having a positive impact
• Understanding of the importance of documentation and the benefits of working asynchronously
• Polished and professional demeanour, and willingness to represent Remote on customer or employee facing video calls.
• Familiarity with Zendesk ticketing system a plus

Key Responsibilities 

• Design and launch processes, workflows, and automations to drive internal efficiencies, enhance the effectiveness of the EOR Operations & Client Service teams, and deliver greater value to our largest Enterprise clients.
• Oversee end-to-end project management, including ideation, execution, and evaluation of service plans, particularly focusing on onboarding, offboarding, and mobility workflows.
• Develop training programs, materials, and customer journey maps to equip teams for success, fostering an environment that promotes product adoption, customer satisfaction, and high customer health scores.
• Manage multiple deadlines and processes across teams, coordinating internal resources to support enterprise-level clients effectively and ensuring operational excellence in service delivery.
• Regularly interface with cross-functional teams to surface and address Customer Success require