Manager, Customer Care - APAC

📋 Description

• • Own and elevate the customer-care experience for the entire APAC region, shaping how thousands of users interact with Remote’s global payroll, HR, and compliance platform every day.
• • Lead, mentor, and scale a high-performing, fully-remote team of customer-care specialists across multiple APAC time zones, instilling a culture of empathy, precision, and continuous improvement.
• • Translate customer feedback into actionable insights for Product, Engineering, and Operations, ensuring that every pain point you surface drives roadmap decisions and product enhancements.
• • Design and implement region-specific support workflows, SLAs, and quality frameworks that balance global consistency with local nuance—covering languages, cultural expectations, and statutory requirements.
• • Serve as the escalation point for complex, high-stakes customer issues; negotiate win-win resolutions that protect revenue while reinforcing Remote’s reputation for world-class service.
• • Partner with Legal, Payroll, and Compliance teams to interpret ever-changing labor regulations across APAC markets, translating legalese into clear guidance for both customers and frontline staff.
• • Build and maintain a data-driven command center: define KPIs, build dashboards, and run weekly business reviews that spotlight trends, celebrate wins, and flag risks before they become fires.
• • Spearhead cross-functional initiatives—such as chatbot training, knowledge-base expansion, and self-service portal optimization—to reduce ticket volume and boost customer satisfaction.
• • Champion Remote’s fair-pay and ethical-labor philosophy by ensuring every outsourced or offshore partner adheres to the same wage and equity standards we apply internally.
• • Present quarterly business reviews to the VP of Customer Experience and the broader executive team, showcasing regional performance, strategic wins, and investment asks with crisp storytelling and airtight data.
• • Foster an inclusive, feedback-rich environment where remote teammates feel connected despite physical distance—running virtual stand-ups, 1:1s, and recognition rituals that celebrate diverse perspectives.
• • Stay ahead of the curve on CX tooling (Zendesk, Intercom, Looker, Asana) and emerging AI/automation trends, piloting experiments that could set new industry benchmarks.
• • Travel up to 15 % within APAC for team retreats, customer visits, and partner workshops, ensuring face-to-face moments strengthen relationships built online.
• • Ultimately, you will be the voice of the customer and the face of Remote’s mission to make global employment accessible, equitable, and delightful for every company and worker in the region.