We are looking for an action-oriented leader with over 10 years of senior management experience in the tech industry, demonstrating a strong track record of driving customer service and operations excellence! 

• You have managed inhouse and outsourced customer service in the consumer electronic industry. 

• You have effectively used that customer feedback from your service channels to drive cross-functional improvement initiatives.

• You are proactive and drive initiatives forward, and know how to make a business impact fostering a customer-first culture. 

If this sounds like you, don’t miss this opportunity to shape the future of customer experience at reMarkable! 

reMarkable is on a mission to help people think better through technology in a distracted world. Our paper tablet isn’t just another screen - it’s an experience. We add the warmth of paper to digital solutions, creating something brand new - enabling better thinking through technology.

We have sold millions of devices worldwide, wanting to combine the best of the digital and analogue to create tools that enhance learning, focus and presence. To help us get there, we need colleagues that want to make a real difference through their work – and that’s where you come in!

About the opportunity:

In this leadership role, you will actively engage with different stakeholders to identify opportunities to improve our customers' experience across our touch points. You will spearhead initiatives that will create customer delight in our contact centers, ensure smooth digital self-help journeys, secure world-class shipping and return flows, and establish customer-friendly policies and practices throughout our company and distribution networks.

You will be an important contributor as reMarkable expands its offering to enterprise customers, and you will elevate the ambition for delivering outstanding interactions with B2B buyers and end users. You will represent the voice of the customer when we decide how to improve our operations, pushing for data-driven decisions that build customer satisfaction and loyalty.

We expect you to lean into the roadmap for automation and AI-driven customer interactions, pushing for customer-friendly and cost-efficient solutions at the cutting edge of technology. Customers' expectations for service excellence, spearhead the work on delivering better operations in customer touchpoints. You will be a key driver in shaping and transforming how we care for our customers, directly influencing the overall success and growth of reMarkable. 

• Lead and mentor a diverse team of customer service professionals, both internal and outsourced, to deliver world-class support on a global scale. Set strategic goals and oversee the execution of high-impact projects that enhance customer satisfaction and loyalty. 

• Combining automated tools with people-managed solutions. 

• Facilitating for global deliverables and contributing to long-term company success.

• Also relevant to explore how forums, communities and alikes can be relevant for our customer offerings for driving support and engagement. 

• Develop and integrate sustainable solutions across human and automated support channels.

• Monitor key performance metrics in Customer Care and other relevant departments to advance continuous improvement.

We see you as a senior manager who has experience with building strong networks and relationships, and provides best-in-class perspectives to identify opportunities to further develop our services to ensure our customers get the best experience with reMarkable. You have the ability to achieve success through collaboration with internal and external stakeholders, able to identify strategic decisions and review goals, leveraging data-driven insights. In this role you will collaborate closely with the CEO and partner with senior management to ensure that our customers always come first - throughout the entire process from product development to the customer experience.

Furthermore, it’s great if you have: 

• Proven track record in proactively finding new channels and fora to interact with our customers throughout their customer lifecycle.

• Solid track record of driving continuous improvements by analyzing key metrics such as response times and customer satisfaction.

• Experience in building effective and customer-friendly automation and self service solutions

• Experience managing teams, both internally and outsourced, ensuring consistent and high-quality delivery 24/7. 

• Previously built and succeeded with consumer-focused support for both B2C and B2B segments internationally.

• Experience from the tech industry, preferably consumer electronics, where speed and quality goes hand in hand.
  

We see you as proactive and drive initiatives forward while being change-oriented and able to foster successful environments, making business impact through our customer service focus. 

Practical information:

• Location: East Coast, preferably Boston, US

• reMarkable HQ: Oslo, Norway 

• International travel will be required 

• Wanted start date: ASAP

• Applicants will be evaluated on a rolling basis.

• Visa requirements: Valid work permit in the US

As part of our hiring process, we assess candidates' affiliation with high-risk countries, defined by PST (Norwegian Police Security Service), for security purposes. We also conduct background checks for candidates in the final stages. Data is handled in full compliance with privacy regulations. Should you reach the final stages of the recruitment process, you will be informed. Background checks will not be performed without your knowledge.