Customer Success Manager • Lead

Who you are

You have a proven track record in customer support and team leadership, with experience in managing support operations and ensuring high-quality service delivery. You understand the importance of aligning support with customer success and have a knack for problem-solving in complex situations. Your ability to communicate effectively with both clients and internal teams makes you an ideal candidate for this role.

You are passionate about empowering teams and fostering a culture of excellence. You thrive in a remote-first environment and are comfortable collaborating with diverse teams across different time zones. Your experience in the global payroll or compliance industry is a plus, as it allows you to understand the unique challenges faced by clients in this space.

What you'll do

As the Team Lead for Global Support at RemoFirst, you will oversee the support team, ensuring that they are equipped to handle client inquiries and issues effectively. You will act as the internal escalation coordinator, stepping in to resolve sensitive client issues and ensuring that the team is aligned with customer success objectives. Your role will involve continuous performance improvement, where you will analyze support metrics and implement strategies to enhance service delivery.

You will collaborate closely with Sales, Product, and Finance teams to provide a seamless experience for clients from the moment they hire their first employee through our platform. Your leadership will be crucial in maintaining high standards of service and ensuring that the support team is well-trained and knowledgeable about our services and processes.

What we offer

At RemoFirst, we believe in the freedom of work and empower our employees to pursue opportunities without geographical boundaries. You will be part of a dynamic team that values problem-solving and excellence. We offer a remote-first work environment, allowing you to work from anywhere while being part of a supportive and collaborative team culture. Join us in transforming the way companies manage global payroll and compliance.