Global Head of Customer Support at Remitly

London, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Aviation AnalyticsIndustries

Requirements

Considerable experience in a senior leadership role
Previous experience working within a technology and data company desired
Blend of collaboration, commercial focus, and agility - partnering across teams to deliver results, acting strategically with customers in mind
Embracing curiosity and inclusivity to navigate complexity and drive meaningful impact

Responsibilities

Strong leadership of a globally distributed customer support team, across multiple time zones
Partner with Sales leadership to understand customer feedback and emerging requirements, ensuring support is tightly integrated with the voice of the customer
Work closely with Technology, Data and Product teams to manage incidents, outages, and product-related issues, ensuring rapid, transparent, and coordinated responses
Take ownership of professional, customer-facing Root Cause Analysis (RCA) communications, setting gold-standard practices for clarity, transparency, and accountability
Use insights from recurring issues to drive cross-functional action to address underlying causes and continuously enhance the overall customer experience
Drive the integration of AI and advanced tooling across Customer Support, leveraging technology to enhance service excellence and deliver step-change improvements in team efficiency and impact
Monitor key performance metrics, customer satisfaction scores, and feedback loops to identify opportunities for improvement
Represent the voice of the customer at the executive level, contributing to strategic discussions and company-wide initiatives

Skills

Key technologies and capabilities for this role

Customer Support LeadershipGlobal Team ManagementOperational ExcellenceRoot Cause AnalysisIncident ManagementCross-Functional CollaborationCustomer Feedback IntegrationStrategy Development

Questions & Answers

Common questions about this position

What experience is required for the Global Head of Customer Support role?

The role requires considerable experience in a senior leadership role, with previous experience working within a technology and data company desired. Candidates should bring a blend of collaboration, commercial focus, and agility.

Is this a remote position or does it require office presence?

This information is not specified in the job description.

What is the salary or compensation for this position?

This information is not specified in the job description.

What is the structure of the customer support team?

The customer support team is a global function with team members based across APAC, EMEA, and AMERICAS, requiring strong leadership across multiple time zones.

What makes a strong candidate for this role?

A strong candidate is a confident and proven leader who thrives in collaboration, is an exceptional communicator, and can partner cross-functionally with Sales, Technology, and Product teams.

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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