Manager, Customer Care AMER

Abu Dhabi, Abu Dhabi, United Arab Emirates

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, HR TechIndustries

Requirements

Candidates should possess excellent leadership, interpersonal, reporting, and analytical skills, along with exceptional communication and presentation abilities. Experience with SaaS companies is preferred, and a strong passion for customer experience is essential. The ideal candidate is an effective listener, a creative problem-solver, and capable of independent productivity with minimal oversight. Fluency in English is required, and previous remote work experience is a plus.

Responsibilities

The Manager, Customer Care AMER will lead and coach the Customer Care team to achieve exceptional customer satisfaction by enhancing communication, problem-solving, and product knowledge. Responsibilities include managing team performance, addressing escalated customer issues, and identifying root causes for cross-functional fixes. The role involves suggesting and implementing new processes and policies to improve customer experience, collaborating with other teams to optimize workflows, and analyzing service performance metrics to drive enhancements. Additionally, the manager will help design and refine training programs, advocate for the optimization of customer care systems, foster a collaborative team environment, and assist in recruitment initiatives.

Skills

Leadership

Team coaching

Reporting

Analytics

Communication

Presentation

SaaS

Customer Experience

Cross-functional collaboration

Problem-solving

Product knowledge

English

Remote work

Independent / self-driven

Remote

Global employment platform for payroll management

About Remote

Remote.com is a global employment platform that helps businesses hire, manage, and pay employees in various countries. It simplifies international human resources tasks such as compliance, payroll, and benefits management, allowing companies to focus on their core operations. Remote.com stands out by prioritizing data security with ISO27001 certification and SOC 2 compliance, while offering a flexible pricing model that reduces manual work. The company's goal is to provide a comprehensive solution for efficiently managing international talent.

San Francisco, CaliforniaHeadquarters

2019Year Founded

$482.5MTotal Funding

SERIES_CCompany Stage

Consulting, CybersecurityIndustries

5,001-10,000Employees

Benefits

Remote Work Options

Unlimited Paid Time Off

Flexible Work Hours

Paid Parental Leave

Mental Health Support

Stock Options

Professional Development Budget

Home Office Stipend

Company Social Events

Risks

AI-powered HR platforms like Borderless AI could threaten Remote's market share.

Competitors like Deel show rapid growth, indicating a highly competitive market.

Stablecoin payments trend could pose a risk if Remote doesn't adapt quickly.

Differentiation

Remote offers a unified platform for managing global payroll and compliance.

Remote's ISO27001 and SOC 2 certifications ensure high standards of data security.

Remote Global Benefits simplifies multi-country health insurance management with Kota's integration.

Upsides

Remote's stablecoin payments feature addresses demand for flexible international contractor payments.

Remote's entry into Japan expands its reach in high-demand international employment markets.

The global payroll solutions market is projected to reach $10.5 billion by 2030.

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