Customer Success Analyst (Mid-level) at Remitly

Brazil

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Events, ExhibitionsIndustries

Requirements

Previous Experience: Experience in Customer Success, Account Management, or Customer Service
Interpersonal Skills: Empathy, excellent verbal and written communication, active listening, and the ability to build strong relationships
Tool Knowledge: Salesforce, PowerPoint, and Canva
Proactive Profile: Ability to anticipate issues, plan strategic actions, and act proactively throughout the customer journey
Education: Degree in Communications or related fields (or equivalent experience)
Nice to Have: Previous experience in similar roles or industries
Nice to Have: Fluency in a second language (English or Spanish)

Responsibilities

Account Management: Manage a portfolio of clients with a focus on engagement and the efficient use of our products and services. Create and organize training sessions and support materials
Onboarding: Lead the integration process of clients into our platforms and tools, ensuring a strong first value delivery
Relationship and Retention: Maintain regular and strategic contact with clients, building trusting relationships to identify opportunities and potential risks of churn
Strategic Consulting: Act as a trusted advisor, understanding clients’ business goals to propose solutions and guide the use of our products and services to achieve tangible results
Feedback and Continuous Improvement: Collect and analyze client feedback, sharing valuable insights with internal teams to improve our solutions and processes
Metrics Monitoring: Track and act on key customer success indicators (KPIs)

Skills

Customer Success

Account Management

Client Onboarding

Relationship Management

Strategic Consulting

Client Feedback Analysis

KPIs

Training Sessions

Remitly

International money transfer for immigrants

About Remitly

Remitly focuses on international money transfers, helping immigrants send money to their families quickly and securely at lower costs than traditional banks. The company charges transaction fees and earns from the exchange rate margin, offering various transfer options like bank deposits and cash pickups. Remitly enhances user experience through its website and mobile app, allowing real-time tracking of transfers, and engages with immigrant communities by providing helpful resources and educational support. Its goal is to meet the unique needs of immigrants while ensuring fast, affordable, and reliable money transfer services.

Seattle, WashingtonHeadquarters

2011Year Founded

$423.9MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Continuing Education or Travel Stipend

Office Culture

Flexible PTO, Schedules and Leaves

DEI Learning Opportunities

Community Engagement

Inclusive Benefits

Risks

Swift's integration into banks' channels poses a competitive threat to Remitly.

AI agents' rise may challenge Remitly's operational model in efficiency and cost-effectiveness.

Schall Law Firm's investigation could impact investor confidence and Remitly's reputation.

Differentiation

Remitly focuses on immigrants, offering competitive rates and fast, secure transactions.

The company leverages technology for a seamless user experience via its app and website.

Remitly engages with immigrant communities through content and educational initiatives.

Upsides

Increased digital wallet adoption in key markets expands Remitly's reach to unbanked individuals.

AI agents in operations could reduce costs and improve Remitly's efficiency.

Visa collaboration enhances Remitly's cross-border fund flow services, boosting customer satisfaction.

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