Manager, Customer Care - APAC at Remote

Ciudad Juárez, chihuahua, Mexico -

Full Time

Start Date

Immediate

Expiry Date

06 Apr, 26

Salary

79550.0

Posted On

06 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Thinking, Program Management, Customer Experience, Data Analysis, Performance Management, Coaching, Team Development, Problem Solving, Cross-Functional Leadership, Metrics Tracking, Root Cause Analysis, Customer Support, SaaS Experience, High-Growth Environments, Process Improvement, Communication

Industry

Human Resources Services

Description

About Remote 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. 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. If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work! Key Qualities - for success at current stage of team and org development We're looking for a builder—someone who thrives in ambiguity, proactively scaling operational processes to lay foundations and bring structure. Ideal for someone; Operationally minded and proactive with experience building foundational CX programs that scale in fast paced companies Data and impact led, using metrics and root cause analysis to drive measurable improvements A customer-obsessed, cross-functional leader who communicates effectively and influences stakeholders to unblock and empower teams in delivering high-quality user experiences What You Bring Bias toward action—you thrive in early-stage environments, spotting gaps, and proactively solving problems without waiting for direction Proven experience building or scaling CX, Operations, or Support functions in high-growth or SaaS environments. Strong operational thinking and program management skills to lead initiatives and drive adoption for operational improvements to support long-term team efficiency, reduce manual work, and drive support excellence Default to using data and metrics to inform decisions, including root cause analysis, reporting, and setting performance KPIs Strong experience mentoring and leading high-performing teams, including performance management and coaching. Capable of being highly productive and independent in driving initiatives with minimal oversight from management. Job Responsibilities People Management Manage and scale the team: Hire, coach, and develop a high-performing team of CC specialists. Create a culture of ownership, innovation, and excellence, ensuring team members are equipped to contribute beyond ticket resolution. Lead performance management: Set clear goals and provide structured feedback to foster high performance and continuous development. Building Customer Care for Scale Drive data-led improvements: Track team metrics and lead root cause investigations into customer and support data. Identify pain points and ensure sustainable fixes are implemented. Own the iteration of core workflows, support systems, macros, documentation, and internal processes to reduce customer effort and increase internal efficiency Own escalation and feedback loops: Oversee escalated customer issues, ensure learnings are captured and looped back into product, training, or process changes. Customer Experience Program Management Lead the CC Partnership Support Program, collaborating closely with Partnership and Ops teams to ensure strong CX metrics and scalability in partnership support. Use data to own and deliver on key CX goals (e.g. CSAT, response times, backlog management), and drive improvements that are visible to the business and the customer. Final Note This is not a “maintain and manage” role. This is a “build, scale, and lead” opportunity. If you're someone who thrives in fast-paced environments, sees complexity as a challenge worth solving, and wants to define how customer experience operates at scale—we’d love to talk. Practicals You'll report to: Director of Customer Care Team: Customer Care Location: EMEA Start date: Immediately Application process Interview with recruiter Interview with future manager Leadership Interview Pair Manager Interview Executive Interview - Panel Bar Raiser Interview Offer Prior employment verification check 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. 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. The annual salary range for this full-time position is $35,350—$79,550 USD 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 flexible paid time off 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. Please note we accept applications on an ongoing basis.

Responsibilities

Manage and scale the Customer Care team by hiring, coaching, and developing high-performing specialists. Drive data-led improvements and oversee customer issue escalations to enhance user experience.