Customer Care Training Manager

What this job can offer you

Guiding all client-facing teams, CX Quality & Development is dedicated to nurturing growth through specialized training and upskilling initiatives. Committed to excellence, we empower team members to champion solutions, support, and customer satisfaction, prioritizing exceptional service at every interaction.

• Collaborate with key stakeholders: Engage closely with stakeholders across Remote to develop and implement comprehensive training programs, fostering collaboration and alignment across teams.
• Develop expert-level technical skills: Dive deep into technical aspects within Remote and beyond, honing your skills to an expert level and staying at the forefront of industry advancements.
• Contribute to high-level discussions: Actively participate in regular discussions within the Customer Experience Department, offering valuable insights and contributing to strategic decisions that shape the direction of the team.

What you bring

• High level understanding of all that is Remote, including the platform and help center
• Experience creating presentations for a large audience; direct training content creation experience preferred
• Enthusiasm and energy to drive engagement and foster culture within Remote

Key Responsibilities

• Design and implement training programs: Collaborate with thought leaders within Remote to develop and execute comprehensive training programs tailored to the needs of the organization.
• Project management and creative problem-solving: Utilize your experience or education in project management to creatively approach problem-solving tasks. Independently scope projects, identify key stakeholders, and prioritize buy-in for large training initiatives.
• Vertical-specific training design: Collaborate with managers across various verticals within CX to design specialized training material as per their specific needs and requirements.
• Continuous improvement: Identify opportunities for continuous improvement in training programs and processes, implementing enhancements to optimize effectiveness and efficiency.
• Ownership of new hire training content: Take ownership of the content used in training for new hires, ensuring that they are brought up to speed quickly and efficiently.
• Facilitation of knowledge enablement sessions: Host regular knowledge enablement sessions such as shadowing or co-working sessions at a group or regional level, at least twice per month, to foster continuous learning and development.
• Maintenance of the Customer Experience Training Library: Manage and maintain the Customer Experience Training Library, ensuring that it remains updated and accessible to all client-facing teams.
• Maintain high productivity standards: Maintain productivity standards while demonstrating a high attention to detail, a deep understanding of the customer journey, and a commitment to customer advocacy.

Practicals

• You'll report to: Senior Manager - CX Tooling & Enablement
• Team: Customer Experience - Enablement
• Location: For this position we welcome everyone to apply
• 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 between $28,000 USD to $44,000 USD. 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.

Application process

Roughly 2 hours across 3 weeks

1. Interview with recruiter
2. Interview with future manager
3. Interview with CS manager
4. Prior employment verification check (N/A as this is only for internal candidates)

#LI-DNP

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.