Hiring Success Team Lead EMEA

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 Hiring Success Team Lead, you will manage a pod of Hiring Managers responsible for advising and proactively guiding customers and their employees through the hiring journey. Your team will have full ownership of explaining the employment process in a specific country, gathering required documentation and data from employees, working with 3rd parties to provide locally compliant documentation, and keeping all parties updated on progress. A successful outcome is an employee being compliantly employed in their working country.

You will own a portfolio of countries that will allow you and your pod to help build and grow deep expertise on hiring in your region, so you can provide true insight on hiring and employment to clients. Depending on the capacity of the team, you may also own onboards for additional countries and regions.

What you'll be doing:

• People Management of a pod of Hiring Managers and Associates who each own a portfolio of onboards including; managing day-to-day workload, oversight of work across the team, as well as hands-on support as and when required.
• Be a point of escalation to manage any account or service issues relating to Remofirst services, providing action plans to resolve problems quickly and efficiently.
• Create daily, weekly, and monthly reports on the performance of your Hiring pod to report on key KPIs e.g. total number of onboards per month, Net Onboarding Time, and feed into efficiency metrics for the team.
• Be responsible (working with internal teams at Remofirst) for the maintenance of knowledge and tools related to hiring and employment in your region using knowledge management practices.
• Ensure feedback from clients on the Remofirst platform is passed to the Product team for consideration for future product roadmap and keep up to date with Product releases so you are a platform expert.
• Feed into capacity management and planning to ensure there is sufficient coverage in the team and match the right Hiring Manager to a customer.
• Work with CS Leadership and People team to recruit new team members as required.
• As part of the leadership of the CS team, input into team strategy, improvements and projects as well as creating a culture of customer focus.

What you’ll need:

• 2+ years of people management/team leading of at least 4 FTEs, ideally with experience of having grown a team over time.
• 2+ years of experience in Project Management, Customer Support/Customer Success related role, ideally in a SaaS platform business.
• Experience working in global HR, ideally in hiring or onboarding is essential.

How you’ll work:

• People & Team Development: You can bring out the best in people every day through a mix of day-day support, iterative feedback and coaching and career development.

• Escalation Handling: You can quickly understand a client problem, and skilfully resolve it through offering a set of options that meet the interest of both the customer and Remofirst.

• Project Management: You can proactively drive a process to completion, working with all appropriate stakeholders and amending timelines as needed.

• 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.

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. PTO regulated by local statutory.
• 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.