CX Operations Manager

About Remote

Remote is solving global remote organizations’ biggest challenge: employing anyone anywhere compliantly. We make it possible for businesses big and small to employ a global team by handling global payroll, benefits, taxes, and compliance. Check out remote.com/how-it-works to learn more or if you’re interested in adding to the mission, scroll down to apply now.

Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.

All of our positions are fully remote. You do not have to relocate to join us!

What this job can offer you

We are seeking an experienced Customer Support Operations Manager to join our team. In this role, you will be responsible for overseeing the technical aspects of customer support programs to ensure they run efficiently and effectively. You will collaborate with cross-functional teams to manage the implementation of programs, identify and mitigate risks, and ensure successful delivery of projects. The ideal candidate will have a strong technical background, excellent project management skills, and a deep understanding of customer experience.

What you bring

• Experience managing complex technical programs, preferably in the customer experience domain 
• Strong technical background and understanding of software development, data analysis, and systems integration 
• Excellent project management skills, including the ability to create and manage project plans, budgets, and timelines 
• Strong problem-solving skills and the ability to identify and mitigate risks 
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders 
• Strong attention to detail and the ability to manage multiple projects simultaneously

Key Responsibilities 

• Own and oversee Zendesk administration, establishing best practices for management and ensuring consistent governance across all teams.
• Collaborate closely with operation teams to design and implement triggers, automations, data flows, and playbooks that enhance customer support efficiency
• Manage the technical delivery of customer success tooling initiatives, including scoping requirements, developing project plans, executing implementations, and tracking progress to completion
• Drive adoption and optimisation of new tooling and processes within CX operations, managing associated timelines, resources and stakeholder communication
• Simplifying and standardise operational processes across Tier 1 and Tier 2 teams, ensuring scalability and efficiency
• Monitor and analyse key metrics, iterating customer journey automations, improving workload distribution, and enabling customer growth through targeted playbooks
• Proactively identify operational needs by benchmarking against industry best-practices, continuously refining and enhancing operational strategies
• Conduct adhoc Data analysis to provide meaningful insights for optimising best practices and processes ultimately enhancing our customer experience.
• Strong attention to detail and the ability to manage multiple projects simultaneously.
• Ensure technical requirements are clearly defined and communicated to all stakeholders.
• Identify opportunities for process improvements and drive the implementation of changes.
• Working with all teams within the success ecosystem to build lean cx methodologies within our structures
• Owning the integration of external tools and platforms
• Ensuring a clean data structure to allow strong connection of information and security
• Collaboration with Product, Engineering, and Sales to support external data sharing

Practicals

• You'll report to: Senior Manager - CX Business Operations
• Team: Customer Experience 
• Location: EMEA
• Start date: As soon as possible

Remote Compensation Philosophy

Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce.  We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.

The base salary range for this full-time position is $53,050 USD to $59,650 USD gross per year. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.

At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis.

Application process

1. Interview with recruiter
2. Interview with future manager
3. Interview with team member
4. Interview with Senior Director of CX Business Operations
5. Bar Raiser Interview
6. Prior employment verification check 

Benefits

Our full benefits & perks are explained in our handbook at remote.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all Remoters:

• work from anywhere
• flexible paid time off
• flexible working hours (we are async)
• 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

How you’ll plan your day (and life)

We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.

You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.

If that sounds like something you want, apply now!

How to apply

1. Please fill out the form below and upload your CV with a PDF format.
2. We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
3. If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.

We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to.

Please note we accept applications on an ongoing basis. 

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