Remote

Manager, User Happiness

Remote

Remote job description

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 (learn more about how it works). We're backed by A+ investors and our team is world-class, literally and figuratively, as we're all scattered around the world. Please check out our public handbook to learn more about our culture. We encourage folks from all ethnic groups, genders, sexuality, age and abilities to apply. You can also check out independent reviews by other candidates on Glassdoor. If this job description resonates with you, we want to hear from you!

  • All of our Positions are fully remote. You do not have to relocate to join us!
  • This particular position is for candidates that, if joining us, will be living anywhere in AMER (North, Central or South America)

How we work

  • We love working async and this means you get to do your own schedule.
  • We empower ownership and proactivity and when in doubt default to action instead of waiting.

The position

This is an exciting time to join Remote and make a personal difference in the global employment space as a Manager, User Experience, joining our CX team.

A Manager, User Happiness is responsible for all points of costumer contact, email and chat, delivering training to new employees, handling personnel issues, and assisting in the development of a documented training curriculum for both customer service and Remote.

  • Inspire our team of Customer Happiness Managers.
  • Professional experience with outbound sales calls to consumers with a focus on informing, cross selling, and creating authentic customer connections.
  • Act as the point of contact for the customer happiness team regarding internal processes and procedures, fulfillment, system troubleshooting , etc.
  • Understands customer service principles along with the ability to think differently and build a better customer experience.
  • Has the interpersonal communication skills to communicate through email, chat, social, and video.
  • Learn to manage and administer our systems (ZenDesk, email chat, etc.)
  • Build weekly and monthly reports analyzing data to interpret business needs and consumer trends.
  • Routinely handle questions and issues in support of department needs.
  • Train employees on the use of internal systems, company processes and procedures
  • Develop training curriculum for new employees
  • Rely on experience and judgment to plan and accomplish goals.
  • Top-notch organizational skills and willingness to properly engage people inside and outside the company to address real-time issues, as well as plan for future needs.
  • Assist our customers as necessary.
  • A wide degree of creativity and latitude is expected.

Requirements

  • In-depth knowledge and experience with sales practices and techniques.
  • Minimum 2 years of sales experience with a proven track record of hitting a sales budget.
  • Minimum 2 years of training experience
  • Prefer 1-2 yrs prior management experience of a service team that is remote.
  • A proven track record in customer service of at least 5- 7 years.
  • Excellent verbal and written communication skills.
  • Willingness to help out in other departments, as necessary.
  • Strong reporting and analytical skills in Excel.
  • A quick learner and self-starter with excellent computer skills.
  • Problem-solving skills and a willingness to proactively address issues is vital.
  • Open-minded and agile willing to perform a variety of tasks and implement quick solutions in a fast-paced environment
  • ZenDesk CRM experience is a plus

Key responsibilities

  • Inspire our team of Customer Happiness Managers.
  • Professional experience with outbound sales calls to consumers with a focus on informing, cross selling, and creating authentic customer connections.
  • Act as the point of contact for the customer happiness team regarding internal processes and procedures, fulfillment, system troubleshooting , etc.
  • Understands customer service principles along with the ability to think differently and build a better customer experience.
  • Has the interpersonal communication skills to communicate through email, chat, social, and video.
  • Learn to manage and administer our systems (ZenDesk, email chat, etc.)
  • Build weekly and monthly reports analyzing data to interpret business needs and consumer trends.
  • Routinely handle questions and issues in support of department needs.
  • Train employees on the use of internal systems, company processes and procedures
  • Develop training curriculum for new employees
  • Rely on experience and judgment to plan and accomplish goals.
  • Top-notch organizational skills and willingness to properly engage people inside and outside the company to address real-time issues, as well as plan for future needs.
  • Assist our customers as necessary.
  • A wide degree of creativity and latitude is expected.

Remote Compensation Philosophy

Remote's Total Rewards philosophy is to ensure fair unbiased compensation and fair pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labour practices and therefore pay a minimum annual salary of USD 40,000 per year, in all locations throughout the world. Actual compensation may vary based upon geographical location, experience, and/or skill level. However, it will never be below our minimum global compensation mentioned.

Benefits

You can learn more about the benefits we're offering to all internal employees at Remote by visiting our public Benefits & Perks Handbook page.

Practicals

  • You'll report to: Director of Customer Experience
  • Team: Customer Experience
  • Location: Americas
  • Start date: As soon as possible

Application process

  • (async) Profile review
  • Interview with recruiter
  • (async) Small challenge
  • (async) Challenge Review
  • Interview with hiring manager
  • Interview with team member
  • (async) Offer



Summary
Company name: Remote
Remote job title: Manager, User Happiness

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