Full-Time

Senior EOR Ops Client Services Lead

Posted on 4/30/2024

Remote

Remote

5,001-10,000 employees

Global HR platform for payroll and compliance


Senior

Remote in USA

Required Skills
Communications
Management
Zendesk
Requirements
  • Fluent in German and/or Bulgarian and English (written and orally)
  • 4-6+ years client service experience, managing progressively more senior accounts, ideally for HR Saas company, and/or managing complex customer success or operations projects within a technology-driven environment
  • Strong ability to manage senior-level stakeholder relationships and deliver client-focused solutions based on customer feedback
  • Excellent communication and interpersonal skills, capable of collaborating cross-functionally others and directing stakeholders across multiple teams
  • Deep understanding of Remote’s EOR operations, and the ability to translate customer insights into actionable feedback for product and market strategy adjustments
  • Demonstrated ability to analyze, optimize, and systematically approach problem-solving and project management
  • Experience with resource management across diverse internal teams - knowing how to coordinate multiple moving parts of a project into cohesive and clear stakeholder updates
  • Proven success driving account/customer health and churn prevention
  • Creative problem-solving abilities with the ability to get stuff done fast, and well
  • Ability to adapt to a fast-paced, international work environment with a passion for having a positive impact
  • Understanding of the importance of documentation and the benefits of working asynchronously
  • Polished and professional demeanor, and willingness to represent Remote on customer or employee facing video calls
  • Familiarity with Zendesk ticketing system a plus
Responsibilities
  • Design and launch processes, workflows, and automations to drive internal efficiencies, enhance the effectiveness of the EOR Operations & Client Service teams, and deliver greater value to our largest Enterprise clients
  • Oversee end-to-end project management, including ideation, execution, and evaluation of service plans, particularly focusing on onboarding, offboarding, and mobility workflows
  • Develop training programs, materials, and customer journey maps to equip teams for success, fostering an environment that promotes product adoption, customer satisfaction, and high customer health scores
  • Manage multiple deadlines and processes across teams, coordinating internal resources to support enterprise-level clients effectively and ensuring operational excellence in service delivery
  • Regularly interface with cross-functional teams to surface and address Customer Success requirements, designing and implementing solutions that optimize customer outreach and engagement
  • Drive impactful improvements in client experience through asynchronous and synchronous communication tools, developing playbooks and maintaining a client-specific knowledge base
  • Influence and provide operational direction to the EOR Operations Team, directly affecting the service delivery to meet the needs of Enterprise clients
  • Work closely with other key operational teams including Benefits, Tax, and Payroll, to ensure a cohesive client and employee experience
  • Develop, test, and implement strategies to refine and improve employee lifecycle events, ensuring alignment with CX best practices
  • Provide guidance and mentoring to junior team members on best practices in communication and operational management
  • Ensure the Customer Success and Experience teams are always updated with the latest products, features, and best practices, making data-driven decisions to enhance efficiency and scale
  • Develop and reinforce system standards, processes, and policies across global operations, ensuring all documentation—including terms of acceptance, program milestones, and deliverables—is regularly updated and clearly communicated

Remote is a global employer of record service that simplifies hiring for companies by managing payroll, taxes, and compliance in more than 50 countries. The company invests heavily in its HRIS, payroll, and contractor management technologies to maintain leadership in the field of global HR solutions. This reliable technological foundation not only enhances the efficiency and reliability of services provided to clients but also fosters a supportive and growth-oriented work environment for its employees.

Company Stage

Series C

Total Funding

$496M

Headquarters

San Francisco, California

Founded

2019

Growth & Insights
Headcount

6 month growth

30%

1 year growth

101%

2 year growth

205%
INACTIVE