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Senior Operations Client Services Specialist (EOR) - German

Remote

Remote

Customer Service, Operations
Spain · Remote
Posted on Wednesday, July 3, 2024

About Remote

Remote is solving global remote organizations’ biggest challenge: employing anyone anywhere compliantly. We make it possible for businesses big and small to employ a global team by handling global payroll, benefits, taxes, and compliance. Check out remote.com/how-it-works to learn more or if you’re interested in adding to the mission, scroll down to apply now.

Please take a look at remote.com/handbook to learn more about our culture and what it is like to work here. Not only do we encourage folks from all ethnic groups, genders, sexuality, age and abilities to apply, but we prioritize a sense of belonging. You can check out independent reviews by other candidates on Glassdoor or look up the results of our candidate surveys to see how others feel about working and interviewing here.

All of our positions are fully remote. You do not have to relocate to join us!

What this job can offer you

This is an exciting time to join Remote and make a personal difference in the global onboarding space as a Senior Client Services Specialist, joining our EOR Operations team.

At Remote, our ambition is to provide the best end-to-end customer experience. Working in partnership with our Client Service and Global Operations teams, you will design and execute the Employer of Record (EOR) experience for our Enterprise client(s) and their employees. You will also amplify the needs of the customer internally, by driving continuous feedback into our Operations, Product, and Customer Experience teams on ways we can better service these high-profile clients.

This role requires you to be fluent, both written and orally, in German and English.

What you bring

  • Fluent in German and English (written and orally)
  • Client service experience: managing progressively more senior accounts, ideally for HR Saas company, and/or managing complex customer success or operations projects within a technology-driven environment.
  • Strong ability to manage senior-level stakeholder relationships and deliver client-focused solutions based on customer feedback.
  • Excellent communication and interpersonal skills, capable of collaborating cross-functionally others and directing stakeholders across multiple teams.
  • Deep understanding of Remote’s EOR operations, and the ability to translate customer insights into actionable feedback for product and market strategy adjustments.
  • Demonstrated ability to analyze, optimize, and systematically approach problem-solving and project management.
  • Experience with resource management across diverse internal teams - knowing how to coordinate multiple moving parts of a project into cohesive and clear stakeholder updates.
  • Proven success driving account/customer health and churn prevention.
  • Creative problem-solving abilities with the ability to get stuff done fast, and well.
  • Ability to adapt to a fast-paced, international work environment with a passion for having a positive impact
  • Understanding of the importance of documentation and the benefits of working asynchronously
  • Polished and professional demeanour, and willingness to represent Remote on customer or employee facing video calls.
  • Familiarity with Zendesk ticketing system a plus

Key Responsibilities

  • Design and launch processes, workflows, and automations to drive internal efficiencies, enhance the effectiveness of the EOR Operations & Client Service teams, and deliver greater value to our largest Enterprise clients.
  • Oversee end-to-end project management, including ideation, execution, and evaluation of service plans, particularly focusing on onboarding, offboarding, and mobility workflows.
  • Develop training programs, materials, and customer journey maps to equip teams for success, fostering an environment that promotes product adoption, customer satisfaction, and high customer health scores.
  • Manage multiple deadlines and processes across teams, coordinating internal resources to support enterprise-level clients effectively and ensuring operational excellence in service delivery.
  • Regularly interface with cross-functional teams to surface and address Customer Success requirements, designing and implementing solutions that optimize customer outreach and engagement.
  • Drive impactful improvements in client experience through asynchronous and synchronous communication tools, developing playbooks and maintaining a client-specific knowledge base.
  • Influence and provide operational direction to the EOR Operations Team, directly affecting the service delivery to meet the needs of Enterprise clients.
  • Work closely with other key operational teams including Benefits, Tax, and Payroll, to ensure a cohesive client and employee experience.
  • Develop, test, and implement strategies to refine and improve employee lifecycle events, ensuring alignment with CX best practices.
  • Provide guidance and mentoring to junior team members on best practices in communication and operational management.
  • Ensure the Customer Success and Experience teams are always updated with the latest products, features, and best practices, making data-driven decisions to enhance efficiency and scale.
  • Develop and reinforce system standards, processes, and policies across global operations, ensuring all documentation—including terms of acceptance, program milestones, and deliverables—is regularly updated and clearly communicated.

Practicals

  • You'll report to: Director, Onboarding Operations
  • Team: Onboarding Operations
  • Location: For this position we welcome everyone to apply, but we will prioritise applications from the following locations as we encourage our teams to diversify; EMEA
  • 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 $31,200 USD - $70,200 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

  1. Interview with recruiter
  2. Interview with Manager, Onboarding or Lifecycle Operations
  3. Interview with Colleague (Language Assessment)
  4. Interview with Director, Onboarding Operations
  5. Interview with Director, Lifecycle Operations
  6. Prior employment verification check
#LI-KG1

Benefits

Our full benefits & perks are explained in our handbook at remote.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all Remoters:
  • work from anywhere
  • unlimited personal time off (minimum 4 weeks)
  • quarterly company-wide day off for self care
  • 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

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.