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Customer Success Lab Team Manager



Customer Service, Sales & Business Development
Manila, Philippines
Posted on Monday, March 18, 2024

Job Description:

Remitly’s vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.

About the Role:

As a Remitly Customer Success Team Manager, you provide outstanding support to our Customer Service, Customer Protection, CARE, FSI, and CSI operations in Manila and Managua. Your primary focus in this critical leadership role is to build and manage highly engaged teams. This is achieved through coaching and providing guidance on career development, Remitly cultural values, and individual and team performance, and overseeing the team's daily activities. You get to create an environment of empowerment for your team, and amazing experiences for your customers.

You Will:

  • Customer Experience Expertise
    • Support Associates deliver on service promises as individuals and as a team.
    • Be a go-to expert for Supervisor call/ escalated customer calls and keep abreast with product and process updates and / or changes that affect customer service.
    • Inspirational Leader of Teams
    • Understands individual team member strengths, personality, and work tendencies, and builds a strong connection and trust within the team.
    • Is accountable for the team's daily activities and the achievement of established service promises at the individual and at the team level.
    • Foster a cohesive, creative, and fun working environment, mediating interpersonal issues within the team (if any)
    • Lead the team's performance management, career development, learning and development, and engagement.

Our Benefits:

  • Rice Allowance
  • Transportation Allowance
  • Paid Vacation
  • Medical, Dental & Vision
  • Accident and Life Insurance
  • Employee Stock Purchase Plan (ESPP)
  • Mental Health & Family Forming Benefits

We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman’s potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.