Manager, Customer Care - APAC - Remote

Overview

The Manager, Customer Care - APAC is responsible for building and scaling the customer care team, driving data-led improvements, and ensuring high-quality user experiences in a fully remote environment.

In Short

• Manage and scale a high-performing customer care team.
• Drive data-led improvements for customer experience.
• Lead performance management and coaching initiatives.
• Collaborate with cross-functional teams to enhance user experiences.
• Utilize metrics to inform decision-making and drive operational improvements.
• Foster a culture of ownership and innovation within the team.
• Implement sustainable fixes for customer pain points.
• Oversee escalated customer issues and feedback loops.
• Support long-term team efficiency and reduce manual work.
• Encourage proactive problem-solving and action-taking.

Requirements

• Experience in building or scaling customer experience functions.
• Strong operational thinking and program management skills.
• Data-driven decision-making capabilities.
• Ability to mentor and lead high-performing teams.
• Proven track record in high-growth or SaaS environments.
• Excellent communication and stakeholder management skills.
• Comfortable working independently in a remote setting.

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 or co-working spaces.