Customer Support Role (EMEA Priority)

About Remote

Remote is revolutionizing global employment by simplifying international hiring, payments, and management for organizations of all sizes. Our core values, including Innovation, drive us to build a best-in-class HR platform. We foster a future-focused, asynchronous work culture, with Remoters working from six continents. We encourage team members to bring their unique talents, experiences, and cultures to contribute to our mission. If you are energetic, curious, motivated, and ambitious, join us in defining the future of work.

What This Job Can Offer You

• Complete strategic ownership of the [department] strategy, with the objective of achieving a defined [key metric].
• Leadership of a distributed team operating between [UTC] and [UTC], comprised of experts in [specialism] and [specialism], who can manage day-to-day complexities while you guide them towards [key metric].
• Exposure to [complex problem] and opportunities to partner with [another department] to innovate and lead in enabling [mission].

What You Bring

• Strong problem-solving skills with a passion for enhancing the customer journey and advocating for customer needs.
• Solid experience in Customer Support or Customer Enablement within a product or tech environment, including hands-on experience with Live Chat and Email Support.
• Experience utilizing CRM tools to manage customer interactions and support workflows.
• Proven ability to collaborate effectively with multiple stakeholders who have varying priorities.
• Excellent team collaboration and communication skills—demonstrating diligence, persistence, kindness, and patience.
• A strong interest in modern web technologies and applications, with the ability to navigate ambiguous situations comfortably.
• Fluency in written and spoken English.

Nice-to-Have:

• Experience working remotely or in a fast-growing organization.
• Familiarity with HR, Payroll, Healthcare, and/or Pension systems.

Key Responsibilities

• Responsible for resolving a target number of tickets per week across various Remote verticals.
• Maintain productivity standards while ensuring high attention to detail, with a strong focus on the customer journey and advocacy.
• Respond to standard tickets via email and live messaging across all verticals within agreed Service Level Agreements (SLAs).
• Collaborate closely with Customer Success, cross-vertical operational teams, and Sales.
• Serve as the primary voice and liaison for our users.

Practicals

• Reporting to: Manager, Customer Care
• Team: Customer Experience - Customer Care
• Location: Applications are welcome from all locations; priority will be given to applicants in EMEA.
• Start Date: As soon as possible.

Application Process

1. Interview with Recruiter
2. Interview with Future Manager
3. Interview with Team Members (no managers present)
4. Bar Raiser Interview
5. Prior employment verification check

Total Rewards Philosophy

Remote's Total Rewards philosophy ensures fair, unbiased compensation and equitable pay, along with competitive benefits in all operating locations. We are committed to fair pay practices and ensuring compensation is above local market rates. Our salary bands are wide to accommodate international operations and a globally distributed workforce, utilizing geo-based ranges for competitive market positioning while hiring globally. Actual base pay depends on factors like location, skills, experience, training, business needs, and market demand. The salary range for this full-time position is $1—$3 USD.

Benefits

Our comprehensive benefits and perks are detailed in our handbook at remote.com/r/benefits. Some universal benefits for all Remoters include:

• 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 operate asynchronously, allowing you to schedule your work around your life, not the other way around. Learn more at remote.com/async. You will be empowered to take ownership and be proactive, defaulting to action. Your work-life balance is paramount, and you will be encouraged to prioritize yourself and your family.

How to Apply

1. Complete the form below and upload your CV in PDF format.
2. Applications and CVs must be submitted in English.
3. If you do not have an updated CV, you may submit a copy of your LinkedIn profile.

We will ask for your pronouns voluntarily at the interview stage and offer an anonymous demographic questionnaire during application. As an equal opportunity employer, we strive for a workforce that reflects diverse backgrounds, identities, and experiences.

Please note that we accept applications on an ongoing basis.