Remote Year Business Description Remote Year is a platform for global professionals, during which we travel for a year with interesting people while working remotely (12 cities, 12 months). With a massive shift toward cloud / remote productivity, and a millennial passion for experiences and travel, Remote Year delivers a year-long work and travel experience.

Role Description At Remote Year, we believe that our success comes from our engaged, highly satisfied customers we call Remotes. We need an ambitious, smart, natural people person to come shape our customer service experience and scale it throughout our company. The Director of Customer Experience will own all aspects of customer service at Remote Year. You and the team you build over time will be expected to provide the best service possible while also educating other Remote Year employees on the ins and outs of the leading customer service culture you will help establish.

Responsibilities

• Design and develop the Remote Year customer experience philosophy, and educate all other Dreamers on how best to serve our Remotes.
• Take an active lead in providing top-level service by connecting with customers by telephone or in person to obtain details of requests and complaints.
• Ensure appropriate steps are taken to resolve Remotes’ inquiries and needs.
• Establish a recordkeeping strategy for all customer interactions, and use this data to provide recommendations for improvements for the Remote Year platform.
• Establish framework for empowering the team to make decisions based on customer issues, as well as an escalation process.
• Establish a culture and process for celebrating successes within the team.
• Provide your insights and expertise to the Remote Year team in other ways that arise, and be willing to pitch in and help however you can.

Qualifications

• Bachelor’s degree preferred
• 3+ years experience in customer service or related roles
• 1+ years leading a Customer Service team, preferably in a hospitality environment
• Experience working with people of different cultures and backgrounds

Qualities

• Ownership – we are looking for someone that will own this and crush it
• Passion for travel – role will require presence on Remote Year programs
• Organization skills – great time management skills, ability to multitask
• Interpersonal skills – while the role is more strategic in nature, each member of our team touches Remotes (customers) in one way or another

Extra tags: executive, operations, customer service