Senior Operations Client Services Specialist (EOR) - German

at  Remote Technology Inc

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.

• 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 requirements, designing and implementing solutions that optimize customer outreach and engagement.
• Drive impactful improvements in client experience through asynchronous and synchronous communication tools, developing playbooks and maintaining a client-specific knowledge base.
• Influence and provide operational direction to the EOR Operations Team, directly affecting the service delivery to meet the needs of Enterprise clients.
• Work closely with other key operational teams including Benefits, Tax, and Payroll, to ensure a cohesive client and employee experience.
• Develop, test, and implement strategies to refine and improve employee lifecycle events, ensuring alignment with CX best practices.
• Provide guidance and mentoring to junior team members on best practices in communication and operational management.
• Ensure the Customer Success and Experience teams are always updated with the latest products, features, and best practices, making data-driven decisions to enhance efficiency and scale.
• Develop and reinforce system standards, processes, and policies across global operations, ensuring all documentation—including terms of acceptance, program milestones, and deliverables—is regularly updated and clearly communicated.