Associate Manager, Customer Care

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, leve