Customer Care Associate

Position Overview

The Customer Care Associate at Remote is dedicated to supporting our standard users. This role involves providing customer support across various user types, verticals, and product areas through email and live messaging channels.

About Remote

Remote is revolutionizing global employment by enabling businesses to compliantly and easily hire, pay, and manage international teams. Our core values and future-focused work culture drive our team to tackle ambitious problems asynchronously from across the globe. Remoters work from six continents, and all positions are fully remote. We encourage our team members to bring their unique talents, experiences, and cultures to help us build a best-in-class HR platform. If you are energetic, curious, motivated, and ambitious, join us and define the future of work!

Requirements

• Problem-Solving: Strong problem-solving skills with a commitment to enhancing the customer journey and advocating for customer needs.
• Experience: 1-3 years of experience (or equivalent) in Customer Support or Customer Enablement within a product or tech environment.
• Support Channels: Hands-on experience with Live Chat and Email Support.
• Tools: Experience using CRM tools for managing customer interactions and support workflows.
• Collaboration: Proven ability to collaborate effectively with multiple stakeholders with varying priorities.
• Communication: Excellent team collaboration and communication skills—diligent, persistent, kind, and patient.
• Technical Aptitude: Strong interest in modern web technologies and applications, with the ability to navigate ambiguous situations comfortably.
• Language: 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

• Solve a target number of tickets per week across various Remote verticals.
• Maintain productivity standards while ensuring 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 voice and ear for our users.

Practicals

• Reporting to: Manager, Customer Care - APAC
• Team: Customer Care
• Location: Philippines
• Start Date: As soon as possible

Company Information & Compensation Philosophy

Remote's Total Rewards philosophy emphasizes fair, unbiased compensation and equitable pay, along with competitive benefits in all operating locations. We do not endorse cheap-labor practices and ensure pay rates are above in-location benchmarks, aiming to inspire other companies to support global talent hiring and contribute to local economies.

Our salary bands appear wide due to our international operations and globally distributed workforce. We utilize geo ranges to account for geographic pay differentials, ensuring competitiveness in various markets while hiring globally.

The base salary range for this full-time position is $14,450 to $40,650 USD. Salary ranges are determined by role, level, and location, and job titles may span multiple career levels. The actual base pay will depend on factors such as location, transferable skills, work experience, relevant training, business needs, and market demands. This base salary range is subject to change.

Remote fosters internal mobility as a key element of our culture, supporting employee growth and development through compensation.