Director of Client Services

• Lead and manage the first line Client Services teams and supporting teams, ensuring delivery of high quality services for all customer inquiries.
• Provide leadership, guidance and support to your managers and their teams to build a high-performance culture and help them achieve their goals and personal career goals.
• Ensure 24/7 first line support service coverage and be directly responsible for Service Level Agreements (SLAs) and customer satisfaction metrics, including CSat, response and resolution time.
• Collaborate with Product and Engineering to solve key customer friction points and identify new in-product self-help functionality.
• Collaborate across departments to scale first line support through improved knowledge base content and customer-facing help center content.
• Continues strive for further enhancement of the Client Services experience by introducing new ways of interacting with clients, launching new services and improving collaboration with Tier 2 Ops teams.

• You have several years of experience in Client Services with a proven track record of providing exceptional customer service with at least multiple years of experience in a leadership or management role, overseeing a team of client services teams, preferably in a global remote-first organization.
• Strong understanding of customer service principles and practices, with a track record of implementing strategies to enhance the client service experience.
• Demonstrated experience in managing and motivating teams, fostering collaboration, and driving high-performance.
• Excellent problem-solving and decision-making skills, with the ability to handle complex customer escalations effectively.
• Strong project management skills, with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
• Exceptional communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels of the organization.

• You'll report to: VP of Customer Experience
• Team: Customer Experience
• Location: For this position we welcome everyone to apply, but we will prioritise applications from the following locations as we encourage our teams to diversify; EMEA
• Start date: As soon as possible

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.

1. Interview with recruiter
2. Interview with VP of Customer Experience
3. Interview with peer Director
4. Interview with a cross-functional Director
5. Prior employment verification check (Read more at remote.com/employment-checks)
   #LI-DNP