Summary: The Customer Success Lab Team Manager will oversee a team of Customer Success Lab Associate’s whose day-to-day activities are centered around, but are not limited to; customer service, fraud screening, and compliance workflow to ensure timely delivery of customer transactions. They will support operations by ensuring a strong process for Risk and Customer Service management. This person will also have an understanding in bank compliance and risk management understanding that will ensure an effective communication with the customer on what they need to have their transaction pushed through. This person will also be tasked to deliver specific outputs on projects and initiatives that are being driven by the Customer Success Lab.

Who You Are:

Customer Success (CS) Lab Team Manager Core Competencies:

The following are the core competencies that each Remitly CS Lab Team Manager should possess:

• Customer-Centric Focus -CS Lab Associate’s provide a personalized experience for each customer. They are dedicated to addressing the customer’s needs and values customer time by providing timely and accurate solutions. They are committed to understanding the customer’s intent and motivations to use Remitly’s service and show authenticity and empathy in their responses. They demonstrate active listening skills and optimism to ease customers’ concerns and build trust and confidence.
• Emotional Intelligence – CS Lab Associates have a strong sense of agency and can regulate their own emotions to communicate effectively, manifest joy, and provide peace of mind to our customers. They acknowledge the customer’s pain and demonstrate empathetic partnership and bias for action in seeking out solutions and overcoming challenges.
• Ethics & Values – CS Lab Team Managers exhibit behaviors that are consistent with the company's cultural values and principles. They can identify when they are in an ethical dilemma and know when and who to consult. They maintain a high level of integrity in one’s work that’s anchored on what’s right for the customer. They apply the company's policies and processes in a consistent, and unbiased manner. They treat people with respect and fairness. Team Managers are disciplined professionals that ensure that they are accountable for their own actions.
• Leadership and Beyond – CS Lab Team Managers are leaders who go above and beyond their role to promote an environment that helps their direct reports grow through proper coaching and development. They can work in harmony with different and diverse individuals to foster an environment of learning.

Functional Competencies:

• Advanced soft skills and de-escalation skills
• Fast learning and adaptability skills
• Process improvement focus
• Effective time management skills
• Flexibility and ability to work and learn independently
• Mastery of Product, Process, Business Economics and Service Standards
• Excellent critical thinking, investigative and problem solving skills
• Business level impact understanding
• Demonstrates self awareness - seeks and acts on feedback, aware of personal strengths, and has mastery over personal thoughts, feelings
• Decision Quality - makes sound decisions/calls, relies on a mixture of analysis, wisdom, experience, and judgment when making decisions.
• Situational Adaptability - picks up on situational cues and adjusts in the moment, and adapts personal, interpersonal, and leadership behavior.
• Customer Focus - anticipates customer needs and provides services that are beyond customers expectations, uses customer insights to drive and guide the development of solutions, and serves as a strategic partner to build, grow and maintain profitable and long-lasting relationships
• Optimizes Work Processes - identifies and creates the processes necessary to get work done and seeks ways to improve processes, from small tweaks to complete reengineering.
• Directs Work - provides appropriate guidance and direction based on people’s capabilities and service standards, holds self and others accountable for results, monitors progress by maintaining dialogue on work and results.
• Relationship: Builds Teams - establishes common objectives and shared mindset, creates a feeling of belonging and strong team morale, shares wins and rewards team efforts.
• Develops Talent - Develops others through coaching, feedback, exposure, stretch assignments, aligns employee career development goals with organizational objectives.
• Drives Engagement - empowers others and makes each person feel his/her contributions are important.
• Action Oriented- readily takes action on challenges, identifies and seizes new opportunities and displays a can-do attitude in good and bad times, and steps up to handle tough issues.
• Communicates effectively - is effective in a variety of communication settings, one-on-one, small, large groups, or among diverse styles and position levels, attentively listens to others and adjusts to fit the audience and the message. Provides timely and helpful information to others across the organization and encourages the open expression of diverse ideas and opinions

Job Requirements

CUSTOMER SERVICE SUPPORT

• Answers queries from the Customer Service queue to ensure continuous learning of the Company’s processes.
• Receives incoming calls, emails, and chat from customers in a professional, timely and appropriate manner.
• Provides accurate resolution to all customers’ needs that is within predefined guidelines.

PROJECT AND/OR INITIATIVE SUPPORT

• Provides insights and learnings as driven by specific project needs
• Interacts and communicates effectively and timely with Program and/or Project Managers regarding findings, outcomes, and results of projects.
• Answers queries from the Team Manager, Program Specialist, Program Manager, and Product Manager ensure continuous learning of the Company’s processes.

CORRIDOR /PARTNER SUPPORT

• Provides insights and learnings as driven by specific project needs
• Interacts and communicates effectively and timely with Program and/or Project Managers regarding findings, outcomes, and results of projects.
• Answers queries from the Team Manager, Program Specialist, Program Manager, and Product Manager ensure continuous learning of the Company’s processes.

TRANSACTIONS

• Monitors real time queues and identifies high risk transactions within the business portfolio.
• Observes customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft, and similar other risks.
• Reports identified fraudulent transactions to the leadership team.
• Resolves queued transactions within the service level agreements to reduce potential customer dissatisfaction and revenue losses.
• Recommends anti-fraud processes for changing transaction patters and trends.
• Identify suspicious activity and unusual patterns that could result to fraud which includes AML issues and activities reported by other staff members.
• Contacts customers and banking institutions to verify legitimate transactions and payment information.
• Documents all interaction and findings in Salesforce and CRM.
• Takes inbound and outbound calls requesting customers for additional documents for KYC, compliance, and/or to mitigate risk behavior.
• Observes customer transactions to identify fraudulent activity such as account take-over, friendly fraud, theft, and similar other risks.
• Reports identified fraudulent transactions to the leadership team.
• Recommends anti-fraud processes for changing transaction patterns and trends.
• Identify suspicious activity and unusual patterns that could result to fraud which includes AML issues and activities reported by other staff members.
• Contacts customers and banking institutions to verify legitimate transactions and payment information.
• Will provide critical support as needed to handle escalations and process Risk Reviews.
• Partner and provide service effectively with the Customer Service and Risk Operation Team.

Required Qualifications: List any education requirements, prior experience, knowledge, skills or abilities.

• Must hold at least High School Diploma
• At least five (5) years of working experience in Customer Service and/or Risk Management or related fields such as E-Commerce, Fraud Prevention, Quality Control, Retail (process payments, debit cards, credit cards, reimbursements, disputes.), Tech Support or BPO (preferably under a Financial account)
• Must have three (3) years of Team Lead experience
• Excellent written and verbal English communication skills
• Ability to multi-task and perform duties with high accuracy and strong degree of urgency with minimal supervision
• Proven ability to work in fast paced dynamic environments where decisions are made without compromising on customer experience and financial losses
• Amenable to work onsite and during unconventional hours (evenings, weekends and holidays)
• Demonstrates flexibility to work overtime based on business needs
• Typing proficiency of at least 30 words per minute

Preferred Qualifications:

• Process Improvement and documentation experience
• Bachelor’s Degree in Management, Finance, Business or related fields
• Project Management experience is a plus

Working Conditions:

• Onsite office work
• Willing to work within a shifting schedule (every 3mos or as needed)