Senior Team Manager, Customer Success at Remitly

Manila, National Capital Region, Philippines

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Financial Services, FintechIndustries

Requirements

Experience in leadership roles within customer success, customer service, or operations (implied by senior team manager level)
Strong coaching and career development skills for high-performing teams
Deep understanding of Remitly cultural values and ability to role model them
Expertise in performance management, engagement, and retention strategies
Proficiency in facilitating communication, feedback, and cross-functional collaboration
Ability to make policy, planning, strategy, and operational decisions
Skills in budgeting, reporting, planning, auditing, and compliance monitoring
Experience in recruiting support and alliance-building with other departments
Capability to develop talent, motivate employees, and improve work environments

Responsibilities

Lead performance management, career development, learning and development, and employee engagement
Role model Remitly cultural values and ensure alignment with standards
Retain, recognize, and reward high-performing employees
Provide inspired leadership to promote top performance and high morale
Develop measures to motivate employees and manage office operations
Institute improvements to work environment and business operations
Facilitate communication of company goals, initiatives, and transparent feedback
Coordinate with stakeholders including Customer Success leadership, Site leadership, HR, and Program Managers
Assist in recruiting and work with Senior Managers on short- and long-term objectives
Build alliances with other departments and support communication across levels
Lead Team Managers/Program Specialists in delivering instructions, increasing performance, and boosting morale
Provide 1:1 observations, coachings, and support effective implementation of specialists
Make policy, planning, and strategy decisions; develop, implement, and review operational policies and procedures
Ensure legal/regulatory compliance, oversee budgeting, reporting, planning, and auditing
Identify and address problems/opportunities; establish performance parameters and conduct reviews
Monitor adherence to policies, objectives, and goals
Coach teams to excel in customer service with a customer-centric focus

Skills

Key technologies and capabilities for this role

Team ManagementPerformance ManagementCareer DevelopmentLeadershipEmployee EngagementCoachingCultural AlignmentOperations ManagementCustomer SuccessLearning and Development

Questions & Answers

Common questions about this position

What are the main responsibilities of the Senior Team Manager role?

The role involves leading performance management, career development, and engagement; acting as a role model for Remitly cultural values; facilitating communication and feedback; and building high-performing teams in Manila and Managua.

Where is this position based?

The role supports operations in Manila and Managua.

What is the company culture like at Remitly?

Remitly emphasizes cultural values, high engagement, top performance, high morale, empowerment, and creating amazing customer experiences, with over 2,800 passionate Remitlians united by a vision to transform lives.

What skills or qualities make a strong candidate for this role?

Strong candidates are inspirational leaders who excel in performance management, coaching, team engagement, transparent communication, and fostering a high-morale environment aligned with company values.

Is the salary or compensation specified for this position?

This information is not specified in the job description.

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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