Managing Remote CS Teams by Nick Thomas
Oct 15, 2025
In 2025, the world is a global workforce and as such our colleagues and teams are going to be dispersed across many regions and time zones, but also having to deal with different customers and ways of working that maybe don’t always work the same way. So how as a manager do you deal with that?
As a manager (and a relatively new one at that!) it is something that I have been looking at myself as I want to make sure that all my colleagues (those who sit with me in the office and those who work remotely in different time zones) get the same level of experience and support from me.
So what have I done to address this? Well here we go:
Colleagues who sit with me in the office get more face time and side of desk conversations and quicker answers, so how do I make sure my remote colleagues get the same? I set aside time for them each day where they can ask questions, but also have a Slack channel where questions can be asked and the team globally can help as well…..it’s a one team ethos rather than a singular point of contact.
Increased weekly connects - This could be more one to ones or longer ones depending on the individual. I look to allow my team to be self reliant as I hired them on the basis I believed they could do a job and I want to show faith and trust in them. If they aren’t sure on something I want them to feel comfortable to be able to reach out and ask me, but if for whatever reason (time zones etc) I am not available then I want them to feel empowered to make the decision and know I will back them both internally and externally if needed.
Diary management - Not the easiest thing for anybody, but setting aside “office hours” where you and the team can get together each week makes sure to build a sense of team!
Arranging in person meets. Not always possible for all companies (or for all people!), but getting together in person to give dedicated time to remote colleagues so they can have those side desk conversations etc for a period time definitely helps.
It isn’t easy and you will have to work collaboratively with your colleagues/teams but as a manager knowing what works best for your teams is the main focus and you will have to adapt, but being able to listen and adjust will make your global team feel included!