Customer Care Associate

Customer Care Associate

Company: Remote Location: EMEA (Europe, Middle East, and Africa) Work Model: Fully Remote Contract: Permanent

Remote is revolutionizing global employment by simplifying the complexities of international hiring, payment, and management. We empower businesses of all sizes to build and manage their global teams with ease. Our core values and future-focused work culture drive us to tackle ambitious challenges asynchronously, across continents. We are innovators, embedding automation and AI into every role. Join us and help define the future of work!

About the Role

As a Customer Care Associate, you will be the primary point of contact for our users, acting as their voice and advocate. You will be responsible for resolving customer inquiries efficiently and effectively, ensuring a positive customer journey. This role offers significant autonomy and the opportunity to contribute to the strategy of the Customer Care department.

Key Responsibilities

• Resolve 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.
• Respond to standard tickets via email and live chat within agreed Service Level Agreements (SLAs).
• Collaborate closely with Customer Success, cross-vertical operational teams, and Sales.
• Serve as the primary point of contact and support for our users.

Requirements

• Strong problem-solving skills with a passion for improving the customer experience and advocating for customer needs.
• Proven experience in Customer Support or Customer Enablement within a product or tech environment.
• Hands-on experience with Live Chat and Email Support.
• Proficiency in using CRM tools to manage customer interactions and support workflows.
• Demonstrated ability to collaborate effectively with multiple stakeholders who may have varying priorities.
• Excellent team collaboration and communication skills: diligent, persistent, kind, and patient.
• A strong interest in modern web technologies and applications.
• Comfort 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.

What We Offer

• Complete scope over departmental strategy, with clear goals for key metrics.
• The opportunity to lead a distributed team across various time zones.
• Exposure to complex problems and collaboration with other departments to drive innovation.
• A fully remote work environment, allowing you to work from anywhere.
• Flexible paid time off and flexible working hours, supporting an asynchronous work style.
• 16 weeks of paid parental leave.
• Access to mental health support services.
• Stock options.
• A learning budget to support your professional development.
• Home office budget and IT equipment.
• Budget for local in-person social events or co-working spaces.
• Competitive compensation philosophy that ensures fair, unbiased pay above in-location rates, with salary ranges determined by role, level, and location.

How to Apply

1. Complete the application form and upload your CV in PDF format.
2. Applications and CVs must be submitted in English.
3. If you do not have an up-to-date CV, you may submit a copy of your LinkedIn profile instead.

We are committed to building a diverse workforce and encourage applications from all backgrounds. You will have the option to voluntarily share your pronouns and complete an anonymous demographic questionnaire during the application process.