E-commerce
September 17, 2026
Wondering how to manage a team of 160 people working remotely? The answer lies in one word: trust. At TaxJar, an e-commerce tax compliance company, all 160 employees have been working remotely since its creation in 2013, without ever paying rent. Founder Mark Faggiano explains that the key is to recruit the right people, give them the right tools, and rely on a culture of autonomy.
But managing a remote team cannot be improvised. Between time zones, asynchronous communication, and onboarding, the challenges are numerous. For a Shopify merchant, these lessons also apply to managing your own team or partners.
So how do you manage a team of 160 people working remotely? On the agenda:
Why is trust essential in a remote team?
How to recruit the right profiles for remote work?
What tools to use to communicate effectively?
How to organize remote onboarding?
What lessons to draw for your e-commerce store?
Let's go.
Summary
Why is trust the foundation of a remote team?
At TaxJar, trust is not a slogan, it is the pillar of the organization. Mark Faggiano puts it clearly: it is impossible to monitor every remote employee. The company therefore relies on trustworthy collaborators who are capable of working without direct supervision.
This approach has concrete implications. Hours are flexible: some work from 9 a.m. to 5 p.m., others from 6 a.m. to 2 p.m. The important thing is that the work gets done, done well, and on time. For an e-commerce merchant, this philosophy also applies to your subcontractors or freelancers: define clear objectives, then let them organize themselves.
Trust is built right from the hiring stage. TaxJar recruits people who already know how to thrive in a remote environment. By asking the right questions during the interview, you avoid unpleasant surprises.
This trust is also nurtured by transparency. Objectives are shared, results are visible, and everyone knows what is expected of them. This creates a virtuous cycle: the more employees feel responsible, the more they give their best. For a merchant, this means establishing a climate of mutual trust, where control is not confused with support.
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How to recruit the right profiles for remote work?
Recruitment is crucial for a 100% remote company. Right from the interview, TaxJar assesses the candidate's work environment and their ability to organize themselves. The company is clear: "We hire you, we expect quality work from you, done on time."
This transparency avoids misunderstandings. For your store, this means you need to define expectations precisely before hiring a remote employee. Ask questions about their workspace, their discipline, and their experience with remote work.
Remote work also attracts more candidates. TaxJar has no trouble recruiting, as working from home has become popular. You can therefore expand your search beyond your region and find rare talent.
To assess autonomy, ask concrete questions: how do you manage your priorities? What tools do you use to stay organized? Do you have a dedicated space? These answers will give you a clear idea of the candidate's ability to thrive remotely. Do not hesitate to offer a trial period to check compatibility.
Which tools to use for internal communication?
TaxJar uses two main tools: Zoom for video calls and Basecamp for asynchronous communication. The company bans internal emails, which are reserved for exchanges with partners and sales. This simple rule avoids overload and centralizes discussions.
Basecamp allows for posting ideas, questions, or announcements, without urgency. Everyone responds when they can, which is ideal for teams spread across multiple time zones. For urgent matters, such as tax deadlines, TaxJar recommends an immediate Zoom call.
For your store, choose tools tailored to your size. A team chat, a shared dashboard, and regular video conferences are often enough. The important thing is to separate the urgent from the asynchronous.
The key is to define clear rules of use. For example, chat is for quick questions, email is for formal topics, and video conferencing is for meetings. This prevents dispersion and allows everyone to focus on their tasks. Test several tools and keep the ones that truly suit your team.
How to set up remote control?
Onboarding a new employee is a key moment, especially remotely. TaxJar has set up a one-week onboarding process, entirely online. Each new collaborator receives a new computer (a MacBook) and an allowance to set up their workspace: standing desk, extra screen, etc.
This week covers the basics: tools, culture, roles, and expectations. A dedicated team takes care of onboarding, which shows the importance given to this moment. For your company, plan a structured welcoming process, even if you only have a single employee.
A good onboarding process reduces turnover and accelerates productivity. It is a profitable long-term investment.
During this week, the new employee meets their colleagues, discovers ongoing projects, and is assigned a mentor. This helps them quickly feel integrated, even remotely. Also plan regular check-ins after the first week to answer questions and adjust the process if necessary.
How to manage time zones and compliance?
With 160 employees spread across approximately 40 states, TaxJar must manage complex legal constraints: tax withholdings, unemployment insurance, workers' compensation. This complexity is a challenge, but it is manageable with the right tools.
For your store, if you hire remotely, find out about the legal obligations of each region. Use a payroll software that handles multi-jurisdiction, or hire an accountant.
Managing time zones is also an issue. TaxJar prioritizes asynchronous communication to avoid meetings at impossible hours. Set common availability windows for emergencies.
For time zones, create a chart of everyone's schedules and define overlapping slots. This makes it easier to plan meetings and collaborations. Use scheduling tools that display time zones to avoid mistakes.
What are the benefits of teleworking for the company?
Remote work offers clear financial advantages. TaxJar has never paid a dollar in rent. This saving can be reinvested in tools, salaries, or growth. For a small merchant, this can make the difference between commercial premises and a home office.
Remote work also expands the talent pool. You are no longer limited to your city; you can recruit the best profiles, wherever they are. This increases the quality of your team and your competitiveness.
Finally, employees appreciate the flexibility. This improves their satisfaction and reduces turnover, a significant benefit for the stability of your business.
Additionally, remote work reduces your company's carbon footprint, another selling point for your brand image. Employees save time and money by avoiding commutes, which increases their motivation. For your store, these benefits translate into better productivity and a more cohesive team.
How to maintain company culture remotely?
Company culture cannot be decreed, it is lived. At TaxJar, it is based on trust and autonomy. Employees know that they are not being micro-managed, but that results are expected of them. This culture is transmitted right from onboarding and is reinforced daily.
To maintain this culture, organize rituals: weekly meetings, informal discussion channels, celebrations of success. Even from a distance, it is possible to create a sense of belonging.
For your shop, define your values and embody them. If you advocate transparency, share the figures. If you value initiative, let your employees propose ideas.
Informal rituals are just as important. A channel dedicated to non-professional discussions, online games, or virtual coffees reinforce bonds. These moments allow people to get to know each other better and create a real community, even from a distance.
How to manage emergencies in a remote team?
Emergencies exist even at a distance. At TaxJar, tax deadlines are critical moments. The company then recommends switching to synchronous mode: an immediate Zoom call to resolve the problem face-to-face.
This shift between asynchronous and synchronous is essential. For your team, define in advance the situations that require an immediate response and those that can wait. Use dedicated channels for alerts.
The key is to not let urgency invade daily life. By reserving calls for real problems, you preserve everyone's concentration.
Set up a clear escalation system: who to contact first, how to alert, and what response time is expected. Test this system regularly to ensure it works. Good preparation reduces stress and allows for an effective response.
What are the challenges of large-scale teleworking?
Managing 160 remote employees is not without its challenges. Legal compliance across 40 states is an administrative headache. Communication can also become complex if tools are not used properly.
Another challenge is isolation. Some employees may feel lonely, especially if they live alone. TaxJar encourages informal interactions, but this requires effort.
For your business, anticipate these challenges. Establish regular check-ins, collaboration tools, and informal moments. Remote work is not a magic solution; it is a management style that requires attention.
Overworking can also be an issue, as the boundary between professional and personal life blurs. Encourage your employees to stick to schedules and take breaks. Lead by example by disconnecting yourself. A healthy balance is essential for long-term productivity.
How will remote work evolve after the pandemic?
Mark Faggiano predicts that the pandemic will permanently transform the world of work. Some employees will want to stay at home, others will return to the office. Companies will have to adapt and offer more flexible policies.
This evolution is an opportunity for e-commerce merchants. By adopting remote work, you can reduce your costs and attract talent. But you will have to manage everyone's expectations.
Prepare yourself for this transition. Think about your remote work policy, your office needs, and your tools. The companies that adapt the fastest will have a competitive advantage.
The hybrid model, a mix of in-person and remote, could become the norm. It offers the best of both worlds: the flexibility of remote work and the interactions of the office. For your store, test this model and adjust it based on your team's feedback.
How does Qstomy help manage a remote e-commerce team?
Qstomy, an AI agent for Shopify, simplifies the management of your store, even with a remote team. It automates repetitive tasks: product recommendations, parcel tracking, cart management, and customer support. Your employees can focus on higher-value-added missions.
Concretely, Qstomy guides your customers toward purchase, increases the average cart size, and reduces cart abandonment. It also answers frequently asked questions, which lightens the workload of your support team. For a merchant with a small team, this is a valuable time-saver.
Unlike an employee, Qstomy never sleeps and never takes time off. It is available 24/7 to assist your customers. It is an ideal complement to a remote team.
By integrating Qstomy, you reduce human error and improve the customer experience. Your employees can focus on strategy, creativity, and customer relationships. It is an investment that pays off quickly, especially for smaller teams.
What is the checklist for switching to teleworking in your shop?
Switching to remote work requires preparation. Here is a checklist to help you:
Recruitment: assess candidates' autonomy and their work environment.
Tools: choose a team chat, a video conferencing tool, and a shared workspace.
Onboarding: plan a structured onboarding process, with adapted equipment.
Communication: define channels for urgent and asynchronous communication.
Compliance: check legal obligations in each region.
In brief
Managing a remote team relies on trust, suitable tools, and careful onboarding. For your store, these principles also apply, and Qstomy can help you automate time-consuming tasks.
FAQ
How to motivate a remote team? Set clear goals, celebrate successes, and maintain team rituals.
What tools for a small team? Slack or Discord for chat, Zoom for calls, and a project management tool like Trello or Asana.
How to avoid isolation? Organize informal moments, like virtual coffees, and encourage discussions.
To go further: Which e-commerce platform to choose for a small business? - Qstomy, Does Texas levy a sales tax on online purchases? - Qstomy, How to deploy digital marketing on an e-commerce site? - Qstomy, How to create a payment gateway for an e-commerce site? - Qstomy, How does SEO work for e-commerce sites? - Qstomy, How to increase sales of an e-commerce store? - Qstomy, Online sales tax: rules and best practices - Qstomy.
Enzo
September 17, 2026
