Customer Support Specialist

Remofirst provides Global payroll and compliance for remote teams. We believe in Freedom of Work.  To do this, we empower Employers to be free from geographical boundaries and state lines, and we allow employees to be free to pursue opportunities wherever they may exist.  

We work with a global network of Employer of Record (EOR) partners to deliver our services.  An Employer of Record (EOR) is an organization that helps companies expand internationally by hiring and paying employees on behalf of another company. EORs assume the responsibility for all formal employment tasks, including payroll processes and compliance documentation.  Simply put, using an Employer of Record (EOR) allows companies to legally and efficiently employ workers in other countries without having to set up a local entity or risk violating local employment laws.

Remofirst was founded in 2021, remote-first since the very beginning. We believe in people, excellence, and delivery.  To read more, please visit our website.

The Remofirst team is made up of problem solvers and overachievers, and we seek out others who are also passionate and relentless in their respective missions.  The Client Success team sits at the heart of Remofirst, and supports clients from the moment they hire their first employee through our platform, and for the lifetime of their global employment journey.  We work closely with our Sales, Product, and Finance colleagues to deliver a world-class experience.  We also support our client’s global employees in collaboration with our network of local partners.

As a Customer Support Specialist, you will be responsible for supporting and helping to respond to questions from customers and their employees throughout the global employment process.  This could be questions relating to payroll, mobility, absence, employee performance, and all queries relating to compliant employment.

What you'll do:

• Support clients and employees (both full-time and contractors) by responding to and answering queries, by using internal documentation, or working with other teams or 3rd parties to resolve issues.

• Help keep internal documentation and knowledge resources up to date concerning local employment and our local partner network.

• Perform administration and manual tasks as appropriate to support the smooth running of the CS team.

• Input into CS team improvements and projects.

• Help track feedback on the Remofirst platform from clients to our Product team for consideration for future product roadmap.

• Keep up to date with Product releases so you are a platform expert.

Experience:

• 1-2 years of experience in Customer Support related roles, ideally in a SaaS platform business.

• Experience working in EoR, global HR, Payroll or Global Mobility is a plus.

Skills*:

• Time Management: You will be participating in meetings, supporting our customers, and working with local partners; then throw time zones in the mix, and that’s quite the day. You will need to be good at structuring your work day and tasks to make sure you accomplish all those things whilst maintaining a work-life balance.

• Attention to detail: Hiring people globally means being compliant in every country we operate in and translating our client’s requirements perfectly every time.

• Empathetic: you need excellent people skills to connect with clients and their employees. You will use your empathic abilities to handle all sorts of conversations with multiple audiences.

• Excellent communication skills: as we’re working with many people from all over the world, it’s important for us to communicate, quickly adapt and relay information in different ways. Excellent English (both written and verbal) is a must.

• Independent and autonomous: as we work, we’re naturally independent. As much as we’re connected you will also need to use your own initiative to solve problems and get answers; this also means reaching out to us to get help or confirm a solution.

• Collaborative: we love to work together with all sorts of different people in all sorts of different places. Everyone’s opinion matters to get the job done. 

• Motivated: we want our team to be passionate about our mission. Freedom of work applies not only to our customers but to ourselves. Additionally, you will need motivation and initiative to identify and/or support tasks that need to be improved without being asked.

• Remofirst is open to candidates of all types of experience and welcomes interest even if the track record does not match this list.

This is the right opportunity if you want to:

• Be part of a fast-growing team that is building a special global company and platform from the ground up.

• Be involved with strategic projects and support the flow of communication with a number of stakeholders.

• Improve the customer experience, both internally and externally. 

• Experience strong collaboration and participate in defining our Remofirst platform for all our users. 

• Work alongside a team of driven and talented people that want to achieve Freedom of Work.

• Support the growth of a client portfolio that counts market-leading companies like Microsoft, Mastercard, TransferGo, and more as happy customers.

• Be a part of and push hyper-growth whilst helping us build a great team of professionals, from across the world, with one vision in mind.  

Why work at Remofirst?

• Startup environment. Remofirst is an early-stage start-up.  You have a voice, and can influence and grow rapidly.

• Build & Scale From Scratch. Experience hyper-growth scale and help us build a great team of professionals worldwide that can help us achieve this ambitious vision. 

• Work for a Market Leader. Scale a project that counts market-leading companies like Microsoft, Mastercard, and more as happy customers. 

• Compensation and perks are great! Competitive compensation. Work equipment of your choice 100% remote work. Unlimited PTO

• Culture. We lead with respect, kindness, and the right to fail. We value hard, yet smart work. Diversity and inclusion are part of our DNA. As we grow and evolve, we welcome your input to help us define our culture further.