Customer Care Associate (New Zealand)

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: Not specified
• Location: Remote - New Zealand

Remote is seeking a Customer Care Associate to support its standard users. This role involves providing customer support via email and live messaging across various verticals and product areas. Remote is a global company with a fully remote workforce, fostering a culture of ambition, curiosity, and collaboration.

Requirements

• Strong problem-solving skills with a focus on customer journey enhancement and advocacy.
• Experience in Customer Support or Customer Enablement within a product or tech environment, including hands-on experience with Live Chat and Email Support.
• Proficiency in using CRM tools for managing customer interactions and support workflows.
• Proven ability to collaborate effectively with multiple stakeholders with varying priorities.
• Excellent team collaboration and communication skills, characterized by diligence, persistence, kindness, and patience.
• Strong interest in modern web technologies and applications, with comfort in navigating ambiguous situations.
• Fluent 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

• Resolve a specified number of tickets per week across various Remote verticals.
• Maintain productivity standards with a high attention to detail and 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 times.
• Collaborate closely with Customer Success, cross-vertical operational teams, and Sales.
• Act as the primary point of contact and communication channel for users.

Practical Information

• Reporting to: Customer Care Manager
• Team: Customer Experience
• Start Date: As soon as possible

Company Information

Remote is dedicated to simplifying global employment compliance for organizations. The company enables businesses to recruit, pay, and manage international teams seamlessly. Remote's core values and future-focused work culture encourage team members to tackle ambitious problems asynchronously from anywhere in the world. The company strives to be best-in-class in its HR platform and encourages diversity of talent, experience, and culture.

Compensation Philosophy

Remote's Total Rewards philosophy emphasizes fair, unbiased compensation and equitable pay across all operating locations. The company actively avoids cheap-labor practices and ensures compensation is above in-location rates, aiming to inspire other companies to support global talent hiring and contribute to local economies. Internal mobility is a key cultural element, with compensation changes for internal moves reviewed for equity and fairness.

Application Process

1. Interview with Recruiter
2. Interview with Future Manager
3. Interview with Team Members (no managers present)
4. Interview with an Executive
5. Bar Raiser Interview
6. Offer + Prior Employment Verification Check

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