Customer Care Associate

Summary

Join Remote's Customer Care team as a Customer Care Associate and provide exceptional support to users across various verticals and product areas. You will be responsible for solving tickets, maintaining productivity standards, and responding to inquiries via email and live messaging within agreed service level times. Collaborate closely with Customer Success, operational teams, and Sales to ensure a positive customer journey. This fully remote position, based in New Zealand, offers competitive compensation and benefits, including flexible paid time off, flexible working hours, and 16 weeks of paid parental leave. The ideal candidate possesses strong problem-solving skills, customer support experience in a tech environment, CRM tool proficiency, and excellent communication skills. Familiarity with HR, payroll, healthcare, and/or pension systems is a plus.

Requirements

• Strong problem-solving skills with a passion for enhancing the customer journey and advocating for customer needs
• Experience (or equivalent) in Customer Support or Customer Enablement within a product or tech environment, with hands-on experience in Live Chat and Email Support
• Experience using CRM tools to manage customer interactions and support workflows
• Proven ability to collaborate with multiple stakeholders who have varying priorities
• Excellent team collaboration and communication skills—diligent, persistent, yet kind and patient with others
• Strong interest in modern web technologies and applications, with the ability to navigate ambiguous situations comfortably
• Fluent in written and spoken English

Responsibilities

• Responsible for solving tickets per week across various Remote verticals
• Maintain productivity standards, while ensuring high attention to detail with a healthy obsession with the customer journey and customer advocacy
• Respond within agreed Service Level time to standard tickets via email and live messaging across all verticals
• Work in close collaboration with the Customer Success, cross-vertical operational teams and Sales
• You’ll be the voice and the ear for our users

Preferred Qualifications

• Experience working remotely or in a fast-growing organization
• Familiarity with HR, Payroll, Healthcare, and/or Pension systems

Benefits

• Work from anywhere
• Flexible paid time off
• Flexible working hours (we are async )
• 16 weeks paid parental leave
• Mental health support services
• Stock options
• Learning budget
• Home office budget & IT equipment
• Budget for local in-person social events or co-working spaces