Jobs at Remote

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.

go to method of application »

As a Knowledge Management Specialist within the Customer Experience (CX) Operations team, you will take ownership of maintaining and evolving critical areas of the Remote knowledge base. You will play a pivotal role in improving the accuracy, accessibility, and strategic value of knowledge content that enables Remote’s teams to deliver exceptional support and compliant guidance at scale. While contributing to operational excellence today, you’ll also help shape the future of our knowledge systems by identifying opportunities for improvement, driving updates in collaboration with subject matter experts, and leveraging data to maximise impact.

You’ll work closely with product, legal, compliance, and customer-facing teams to ensure Remote’s knowledge remains a reliable, scalable source of truth across a globally distributed workforce.

What you bring

• Experience: Strong operational background with experience in knowledge management, content strategy, or technical writing. Proven ability to manage structured content in a fast-paced environment.
• Initiative & Impact: Demonstrated ability to proactively identify automation opportunities, drive process improvements, and lead projects that align operations with product roadmaps and company values.
• Systems Knowledge: Familiarity with content management systems, AI-enabled knowledge tools, and CRM platforms.
• Collaboration Skills: Strong cross-functional collaboration experience, particularly working with Legal, Product, Ops, or Customer Support teams.
• Content Quality & Maintenance: Ability to ensure knowledge assets are well-written, up-to-date, and aligned with business and regulatory needs.
• Analytical Thinking: Comfort using data and metrics to evaluate knowledge effectiveness and identify content gaps.
• Initiative & Autonomy: Demonstrated ability to independently own domains and drive initiatives from planning to execution with minimal oversight.
• Adaptability: Thrive in dynamic, fast-changing environments where priorities shift regularly.
• Communication: Excellent verbal and written communication in English; ability to simplify complex ideas for broad audiences.
• It's not required to have experience working remotely, but considered a plus

Key Responsibilities

• Knowledge Ownership: Manage and maintain assigned knowledge domains, including product guides, process documentation, and compliance-focused content.
• Content Creation & Maintenance: Create, revise, and optimise knowledge articles to ensure clarity, accuracy, and accessibility for global users.
• SSoT Alignment: Ensure documentation is treated and maintained as a Single Source of Truth (SSoT), reducing reliance on tribal knowledge or outdated material.
• Stakeholder Collaboration: Partner with Product, Legal, Ops, and Support teams to reflect feature changes, policy updates, and operational needs within the knowledge base.
• Data-Informed Improvements: Use analytics to monitor article performance, identify gaps, and optimise for usability and deflection.
• Content Processes: Help evolve templates, workflows, and SOPs to scale knowledge management practices across teams.
• Knowledge Integrity: Proactively monitor legal and product change logs and contribute to update cycles that keep content current and compliant.
• Project Contributions: Participate in mid-scale projects related to new product launches, regional expansions, or compliance updates.
• Mentorship & Support: Provide guidance to junior team members and act as a connector between content creators and consumers across the organisation.