Customer Care Manager

Summary

Join Remote and help build a world-class HR platform! As a Customer Care leader, you will manage and scale a high-performing team, driving data-led improvements to customer experience. You will build foundational CX programs, lead initiatives, and use metrics to inform decisions. This role requires strong operational thinking, program management skills, and experience mentoring teams. You'll be responsible for managing escalated customer issues and collaborating with other teams to ensure strong CX metrics and scalability. This is a build, scale, and lead opportunity for someone who thrives in fast-paced environments and wants to define how customer experience operates at scale. Remote offers competitive compensation and benefits, including flexible paid time off, flexible working hours, 16 weeks of paid parental leave, and more.

Requirements

• Bias toward action—you thrive in early-stage environments, spotting gaps, and proactively solving problems without waiting for direction
• Proven experience building or scaling CX, Operations, or Support functions in high-growth or SaaS environments
• Strong operational thinking and program management skills to lead initiatives and drive adoption for operational improvements to support long-term team efficiency, reduce manual work, and drive support excellence
• Default to using data and metrics to inform decisions, including root cause analysis, reporting, and setting performance KPIs
• Strong experience mentoring and leading high-performing teams, including performance management and coaching
• Capable of being highly productive and independent in driving initiatives with minimal oversight from management

Responsibilities

• Manage and scale the team: Hire, coach, and develop a high-performing team of CC specialists. Create a culture of ownership, innovation, and excellence, ensuring team members are equipped to contribute beyond ticket resolution
• Lead performance management: Set clear goals and provide structured feedback to foster high performance and continuous development
• Drive data-led improvements: Track team metrics and lead root cause investigations into customer and support data. Identify pain points and ensure sustainable fixes are implemented
• Own the iteration of core workflows, support systems, macros, documentation, and internal processes to reduce customer effort and increase internal efficiency
• Own escalation and feedback loops: Oversee escalated customer issues, ensure learnings are captured and looped back into product, training, or process changes
• Lead the CC Partnership Support Program, collaborating closely with Partnership and Ops teams to ensure strong CX metrics and scalability in partnership support
• Use data to own and deliver on key CX goals (e.g. CSAT, response times, backlog management), and drive improvements that are visible to the business and the customer

Preferred Qualifications

• Operationally minded and proactive with experience building foundational CX programs that scale in fast paced companies
• Data and impact led, using metrics and root cause analysis to drive measurable improvements
• A customer-obsessed, cross-functional leader who communicates effectively and influences stakeholders to unblock and empower teams in delivering high-quality user experiences

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