What you bring

• 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.