Customer Care Associate - APAC (Malaysia)

The position

The Customer Care Associate position at Remote is focused on supporting our standard users. The Customer Care Associate will be responsible for providing customer support to our various user types across a number of verticals and product areas via email and live messaging channels.

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.

Nice-to-have:

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

Key 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

Practicals

• You'll report to: Customer Care Manager
• Team: Customer Experience
• Location: Philippines or Malaysia 
• Start date: As soon as possible

Remote Compensation Philosophy

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.

At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce.  We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.

The base salary range for this full-time position is $14,450 to $16,450. Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.

At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis.

Application process

1. Interview with recruiter
2. Interview with future manager
3. Interview with team members (no managers present)
4. Bar Raiser Interview
5. Prior employment verification check 

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Benefits

How you’ll plan your day (and life)

We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async.

You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs.

If that sounds like something you want, apply now!

How to apply

1. Please fill out the form below and upload your CV with a PDF format.
2. We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote.
3. If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead.

We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to.

At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about Remote's AI guidelines check see here. 

Please note we accept applications on an ongoing basis.