User Happiness 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 (learn more about how it works at remote.com/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 (remote.com/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 has roles in different zones of the world and asks for different availability throughout the week days. Please make sure you read and answer our questions at the end of this page!

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.

About the role:

The User Happiness Manager position at Remote is a manager of one role, mainly focused on supporting our users and customers. This role is part of our Customer Experience team. Different team members within this team contribute to different specialized projects, to ensure we utilize the key unique skills that each member contributes.

Please note that this is an Individual Contributor role.

Please note that, at the moment, and for this position. we are considering candidates that live (and work) in different regions of the world and that can work in specific days of the week. You can find more info and state your location and preferences at the end of this page.

Requirements

• Ideally 3 years Customer Success and Customer Enablement experience within a product or tech environment.
• Excellent problem solving skills and obsessed with the customer journey and customer advocacy.
• Key experience gained in email customer enablement and user email enablement in a fast scaling organization.
• Demonstrated ability to work across multiple stakeholders with different priorities.
• Naturally persistent, kind and patient.
• Interested strongly in modern web technologies and apps.
• Fluent English, both spoken and written
• It's not required to have experience working remotely, but considered a plus

Key responsibilities

• Document findings to support knowledge base and our async team, to ensure questions can effectively be answered across all time zones. Maintain and expand this over time.
• Maintain productivity standards, while ensuring high attention to detail with a healthy obsession with the customer journey and customer advocacy.
• Respond within SLA to user tickets and customer queries on help@remote.com.
• Be in close collaboration with the Customer Success, Product, Sales and Operations teams.
• Analyze queries and report product bugs (testing the product and features based on queries).
• Be the voice and the ear for our users.
• Identify trends in the feedback we receive from our users and customers on help@remote.com and collaborate with Customer Success and other teams to bring attention to these trends.
• Work with Engineering and Product to find and solve critical bugs.

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 gross 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. For more information, please check out the Total Rewards chapter of our public handbook.

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: Manager, User Happiness Team
• Team: CX (Customer Experience)
• Location: One of the following - APAC, EMEA or AMER
• Start date: As soon as possible

Application process

• (async) Profile review
• Interview with recruiter
• Small exercise
• Interview with Director of CX
• Interview with future manager
• (async) Offer