Proven senior leadership experience in CX operations, customer enablement, or strategic leadership within fast-growing organisations.
Proven experience managing CX tooling and systems, including Zendesk and Customer Success platforms (e.g. Vitally), as well as broader CS operations, and enablement
Proven experience in leading high-performing teams, with a focus on setting expectations, monitoring performance, and developing team members to reach their full potential.
Strong interpersonal and communication skills with experience engaging with stakeholders across all levels, including senior executives.
Ability to work autonomously, prioritise effectively, and drive complex projects to completion in a remote and distributed environment.
A metrics-driven mindset with the capability to define, measure, and improve operational success metrics.
Experience in Human Resources / Employee of Record (EOR) or SaaS industries is highly valued.
Writes and speaks fluent English
It’s not required to have experience working remotely, but considered a plus
Key Responsibilities
Tooling & Enablement Leadership: Oversee CX tooling strategy and execution, including Zendesk and Customer Success platforms, ensuring systems are optimised, adopted, and continuously improved.
Operational Leadership: Manage optimise and enable CX and wider operational teams to deliver best-in-class customer experiences delivery.
Team Development: Set clear expectations, provide consistent feedback, and guide team members’ growth through mentorship and structured performance management. Foster a culture of accountability, collaboration, and continuous improvement within a globally distributed team.
Program Ownership: Lead and be accountable for large, cross-functional initiatives that improve the efficiency, scalability, and effectiveness of CX tools and enablement processes.
Cross-Functional Collaboration: Partner closely with Product, Engineering, Support, and other teams to drive alignment and deliver operational enhancements through collaborative initiatives.
Stakeholder Engagement: Build relationships with senior leaders and key stakeholders, securing buy-in, aligning goals, and ensuring transparent communication.
Innovation and Continuous Improvement: Drive a culture of continuous improvement by identifying process gaps, implement innovative solutions, and leveraging data and insights to elevate customer interactions and team performance.
Change Management and Adoption: Lead change initiatives to integrate new processes, tools, and best practices, ensuring smooth adoption and maximising impact.
Metrics and Impact Measurement: Define and track key success metrics for operational and programmatic initiatives, ensuring they drive measurable improvements aligned with Remote’s objectives.
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