Team Manager, Customer Success

at  Remitly

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 (Lead), you provide outstanding support to our Customer Service, Customer Protection, CARE, FSI, and CSI operations in Manila. 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.

You Will:

• Support Associates achieve service promises as individuals and as a team
• Be a go-to expert for Supervisor call/ escalated customer calls and stay informed about product and process changes that affect customer service
• Know and understand individual team member strengths, personality and work tendencies, and build a connection and trust within the team
• Is accountable for the team’s daily activities and the achievement of established service promises at you 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
• Are role models for Remitly cultural values
• Coach Associates on cultural values
• Ensure team members are engaged, their values and performance aligned with Remitly standards.
• Facilitate team huddles / meetings and communicates team and our goals / programs
• Facilitate feedback gathering where Associates feel open and safe sharing their positive and constructive feedback
• Communicate with relevant team members - Customer Success leadership, Site leadership, HR, Program Managers
• Coach for individual development of their Associates
• Mentor on development, soft skills, performance mgt (may partner with and obtain inputs from Program Specialist)
• Coach on Behavior, policy adherence, discipline, and labor regulations
• Manage individual development plans for their Associates based on their strengths and opportunities

You Have:

• You have at least a Bachelor’s degree of any course
• At least two (2) years of working experience as Team Manager/Lead in customer success, customer protection/fraud prevention or related field
• Experience inferring insights from customer data and problem solving skills, non-obvious patterns
• Experience communicating the value of the product and its features to customers both in speaking and writing
• Experience balancing a book of business and perform tasks with high accuracy and degree of urgency
• Experience working in where decisions are made without compromising on customer experience and financial losses
• Amenable to work on a shifting schedule and during declared holidays
• Demonstrate flexibility to work overtime hours
• Process improvement and documentation experience

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

Please refer the Job description for details