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Opportunities

Customer Success Team Manager at Remitly
Cork, IE

Customer Success Team Manager

At Remitly, we help immigrant  communities around the world send over $6 billion a year to their loved ones. Sending money is faster, easier, and costs less with our all-digital money transfer platform. Our vision is to transform the lives of immigrants and their families by providing the most trusted financial service products on the planet. At Remitly, your work has a direct and positive impact on people around the globe. Your work matters, every day.

Role Summary:

As a Remitly Customer Success Team Manager, you provide outstanding support to our Customer Protection and Compliance team in Cork, Ireland. Your primary focus in this critical leadership role is to build and manage high performing and highly engaged teams. This is achieved through coaching and providing guidance on career development, Remitly cultural values, and individual and team performance, as well as overseeing the team’s daily activities.  You get to create an environment of empowerment for your team, and amazing experiences for your customers. 

The ideal applicant for this role will have previous work experience within the online financial services industry and will be comfortable in an exciting and fast-paced start-up environment  This role is based in our new office in Cork, Ireland.

 

Responsibilities:

 

  • Supports Associates to deliver on service promises effectively and efficiently as individuals and as a team
  • Acts as 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
  • Is accountable for the team’s day-to-day activities and the achievement of established service promises at the individual and at the team level building strong connections and trust within the team
  • Leads the team's performance management, career development, learning and development, and engagement
  • Communicates transparently in coordination with relevant stakeholders - Customer Success leadership, Site leadership, HR, Program Managers, etc
  • Exhibits exceptional critical thinking, investigative and problem solving skills
  • Utilizes business level impact understanding to report on relevant Key Process Indicators (KPI’s)

 

Key Qualifications:

  • At least two (2) years experience as Team Manager/Lead in customer success, customer protection/fraud prevention or related field
  • Ability to function as part of a remote team, collaborating with stakeholders on key programs and initiatives
  • Exceptional analytical and problem solving skills, including the ability to recognize non-obvious patterns
  • Excellent English communication skill both in speaking and writing. 



Who We Are:    

Remitly is the largest independent digital remittance company headquartered in the United States, transferring over $5 billion in annualized volume from its customers in the United States, United Kingdom, Canada, and Australia to loved ones throughout the world. As an innovative online money transmitter, Remitly is growing rapidly while maintaining high customer service, performance and compliance standards. Remitly is a licensed financial services company in the U.S., Canada, the United Kingdom, Australia, Singapore, and Ireland. Each of these jurisdictions requires, among other items, that Remitly maintain a comprehensive Anti-Money Laundering and Counter-Terrorist Financing program. In this role, you will be responsible for helping to detect suspicious transactions and auditing risk processes.

 

Remitly is the largest independent digital remittance company headquartered in the United States, transferring over $5 billion in annualized volume from its customers in the United States, United Kingdom, Canada, and Australia to loved ones throughout the world. Remitly is a licensed financial services company in the U.S., Canada, the United Kingdom, Australia, Singapore, and Ireland. The company’s proprietary global transfer network includes its easy-to-use mobile app, which makes the process of sending money faster, easier, more transparent and less costly by eliminating the forms, codes, agents, extra time and fees typical of the traditional, century-old money transfer process. Remitly is backed by industry-leading investors, World Bank’s International Finance Corporation (IFC), Naspers’ PayU, Silicon Valley Bank, Stripes Group, DFJ, DN Capital, QED Investors, Trilogy Equity Partners, Bezos Expeditions, Founders’ Co-Op, and TomorrowVentures. For more information, visit remitly.com.

Remitly is an Equal Opportunity Employer. 

Individuals seeking employment at Remitly are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.