Referral Jobs (askreferral.io)

Manager, Customer Care – APAC

Referral Jobs (askreferral.io)

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $35,350 - $79,550 per year

About the role

  • Manage and scale the team: Hire, coach, and develop a high-performing team of CC specialists. Create a culture of ownership, innovation, and excellence, ensuring team members are equipped to contribute beyond ticket resolution.
  • Lead performance management: Set clear goals and provide structured feedback to foster high performance and continuous development.
  • Drive data-led improvements: Track team metrics and lead root cause investigations into customer and support data. Identify pain points and ensure sustainable fixes are implemented.
  • Own the iteration of core workflows, support systems, macros, documentation, and internal processes to reduce customer effort and increase internal efficiency
  • Own escalation and feedback loops: Oversee escalated customer issues, ensure learnings are captured and looped back into product, training, or process changes.
  • Lead the CC Partnership Support Program, collaborating closely with Partnership and Ops teams to ensure strong CX metrics and scalability in partnership support.
  • Use data to own and deliver on key CX goals (e.g. CSAT, response times, backlog management), and drive improvements that are visible to the business and the customer.

Requirements

  • Proven experience building or scaling CX, Operations, or Support functions in high-growth or SaaS environments.
  • Strong operational thinking and program management skills to lead initiatives and drive adoption for operational improvements to support long-term team efficiency, reduce manual work, and drive support excellence
  • Default to using data and metrics to inform decisions, including root cause analysis, reporting, and setting performance KPIs
  • Strong experience mentoring and leading high-performing teams, including performance management and coaching.
  • Bias toward action—you thrive in early-stage environments, spotting gaps, and proactively solving problems without waiting for direction
Benefits
  • work from anywhere
  • flexible paid time off
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data analysisroot cause analysisperformance managementKPI settingprogram managementcustomer experience (CX) metricsworkflow iterationdocumentation managementsupport systems optimizationSaaS environments
Soft skills
team managementcoachingmentoringoperational thinkingproblem-solvingcommunicationcollaborationinnovationownershipadaptability