Customer Care Manager - Remote

Overview

The Customer Care Manager at Remote will lead and scale the customer care team, focusing on building foundational customer experience programs in a fast-paced environment.

In Short

• Manage and scale the Customer Care team.
• Drive data-led improvements and track team metrics.
• Lead performance management and set clear goals.
• Collaborate with cross-functional teams to enhance customer experience.
• Own escalation and feedback loops for customer issues.
• Utilize metrics to inform decisions and drive operational improvements.
• Mentor and develop high-performing teams.
• Emphasize a culture of ownership and innovation.
• Work in a fully remote environment.
• Be part of a global company focused on fair compensation.

Requirements

• Experience in building or scaling customer experience or support functions.
• Strong operational thinking and program management skills.
• Ability to use data for root cause analysis and performance KPIs.
• Experience in mentoring and leading teams.
• Proactive problem-solving skills.
• Ability to thrive in ambiguity and fast-paced environments.

Benefits

• Work from anywhere.
• Flexible paid time off.
• Flexible working hours.
• 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.