• Support inbound call overflow and respond promptly to customer inquiries via phone, email, and chat. • Resolve customer complaints and issues efficiently, providing appropriate solutions and alternatives. • Facilitate customer enrollment process and verify enrollment forms. • Document all activities in customer system tools (SFDC, Zendesk).

• Take ownership of managing successful onboarding experiences for our customers, ensuring a seamless transition from kick-off to going live • Conduct kick-off presentations / welcome calls, regular virtual meetings, and both virtual and in-person training sessions to introduce clients to our products and services • Collaborate with our product development team to address customer needs during the onboarding phase • Work closely with customers post-onboarding to ensure they are realising ongoing value from the platform and getting the most from its features • Conduct regular check-ins and lead quarterly business reviews (QBRs) to assess account health, share usage insights, and align on strategic priorities • Create and maintain onboarding documentation, tutorials, and training materials for your customers

• Own the health and retention of a defined portfolio of customers, ensuring consistent value realization and satisfaction. • Partner cross-functionally (Support, Onboarding, Offboarding, Payroll, Finance and BOps etc.) to proactively resolve issues affecting client experience or employee experience. • Develop and execute customer health and retention strategies, using data and feedback to anticipate risks and drive recovery plans. • Maintain accurate and current records of customer health, sentiment, and engagement in HubSpot and the platform. • Partner with Hiring Success Managers (HSMs) and clients to ensure that committed FTE hires under the MSA are activated efficiently and on time. • Identify and remove operational blockers to speed up time-to-revenue and time-to-value. • Provide feedback and insights to improve activation processes and onboarding experience. • Identify strategic expansion opportunities across products, countries. • Educate customers on new platform capabilities and complementary services (e.g., RemoVisa, RemoTech, RemoPlus). • Influence buying decisions through trusted relationships and data-backed recommendations. • Cultivate customer advocates by driving strong outcomes and satisfaction. • Encourage positive public feedback (e.g., G2 reviews, case studies, testimonials). • Act as a trusted advisor on global employment, providing clients with informed guidance on country-specific employment practices, supported by our internal resources and local expert network. • Keep internal knowledge bases up to date with new learnings and regulatory changes. • Provide structured feedback from clients to Product, Operations, and Leadership teams to influence roadmap and service improvements.

• Own and manage relationships with school partners from onboarding through the full engagement lifecycle • Serve as the primary liaison between schools, tutors, and internal teams to ensure smooth coordination of services • Troubleshoot implementation challenges quickly and effectively, using data and communication to drive resolution • Balance partner requests with internal capacity, aligning expectations and ensuring operational excellence • Support tutors in the field by providing timely updates, resources, and feedback from school stakeholders • Monitor program performance and proactively identify areas for improvement • Contribute to internal process improvements and help scale best practices across the team • Use tools like Google Sheets, Notion, HubSpot, and Slack to manage your work and collaborate with team members