Vacant Jobs at Remote

Key Qualities - for success at current stage of team and org development

We're looking for a builder—someone who thrives in ambiguity, proactively scaling operational processes to lay foundations and bring structure. Ideal for someone;

• 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

What You Bring

• 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.

Job Responsibilities

People Management

• 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.

Building Customer Care for Scale

• 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.

Customer Experience Program Management

• 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.

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The position

• You'll be joining a team of engineers across Frontend, Backend, SRE and QA. We're organised into cross-functional development teams assigned to specific verticals.
• This role is open for several teams, and we will define the exact team that you will be joining during the interview process based on the business needs and your preferences.
• Regardless of the specific team, you will be working on building tools, APIs and integrations for one of our products.
• Our backend is built with Elixir and Phoenix, with a Postgres database. We use React and Next.js for our front-end. GitLab is used as a version control tool and a CI/CD solution. Our applications are hosted on AWS. We fully rely on our CI for deployments and deploy multiple times per day.

What this job can offer you

• Complex and meaningful challenges — solving them will enable people and businesses to live and operate in any country of the world.
• Opportunity to have a significant impact on the business — we are still very early in our journey as a company, and each change you make today is amplified by the company's growth.
• Freedom to organize your work and life — you are not bound to daily stand-ups, recurring meetings or other ceremonies.
• Competitive salary, stock options, flexible paid time off and a set of perks and benefits.
• A supportive and kind work environment where we would like you to challenge the dogmas and pursue innovation!

What you bring

• Previous experience working as Frontend Engineer/Developer
• Solid understanding of Javascript ES6
• Proficiency with React
• Experience with Jest and React Testing Library or Enzyme in writing meaningful tests
• Experience in dealing with ambiguity, taking abstract concepts and turning them into working software
• Interest in building web experiences with scalability, performance, and API design in mind
• Experience of leading the implementation and maintenance of large front-end applications
• Attention to detail to create accessible and delightful experiences
• Strong ability to work independently and self-guided
• Curiosity and willingness to learn and develop
• Fluency in English
• It's not required to have experience working remotely, but considered a plus

Key Responsibilities

• Lead the development of major team-scoped projects, participate in cross-team initiatives
• Participate in product work in the team: provide feedback, suggest solutions to the problems.
• Use technical insights and expertise to suggest product and technical improvements.
• Implement interfaces with quality that makes both you and customers proud of using Remote.
• Provide meaningful feedback on code reviews.
• Participate in non-team activities, such as support rotations, hiring process, RFC discussions, etc.
• Mentor and provide guidance to other engineers