Team Manager, Customer Protection
Remitly · Manila
Job Description:
At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we've tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it's supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we're not just here to move money— we're here to move our global customers forward.We're looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that's you and you're ready to do the most meaningful work of your career—we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.
About the Role:
As a Remitly Customer Success Team Manager, you provide outstanding support to our Customer Service, Customer Protection, CARE, FSI, and CSI operations in Manila and Managua. 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. This position will be opened in Manila.
You Will:
Primary Duties and Responsibilities:
Customer Experience Expertise
Supports Associates 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
Inspirational Leader of Teams
Knows and understands individual team member strengths, personality and work tendencies, and builds a strong connection and trust within the team
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
Fosters a cohesive, creative, and fun working environment, mediating interpersonal issues within the team (if any)
Leads the team's performance management, career development, learning and development, and engagement
Engagement Champion
Are role models for Remitly cultural values
Coach Associates on cultural values
Ensures team members are engaged, their values and performance aligned with Remitly standards, and the right employees are retained, recognized and rewarded
Outstanding Facilitator
Facilitates team huddles / meetings and communicates team and company goals / initiatives effectively
Facilitates feedback gathering where Associates feel open and safe sharing their positive and constructive feedback
Communicates transparently in coordination with relevant stakeholders - Customer Success leadership, Site leadership, HR, Program Managers, etc
Developer of exceptional talent
Coaches for performance and service standards - individually and as a team
Coaches for individual development of their Associates
Mentors on development, soft skills, performance mgt (may liaise with and obtain inputs from Program Specialist)
Coaches on Behavior, policy adherence, discipline, and labor regulations
Manages individual development plans for their Associates based on their strengths and opportunities
You Have:
Functional Competencies:
Mastery of Product, Process, Business Economics and Service Standards
Excellent critical thinking, investigative and problem solving skills
Business level impact understanding
Demonstrates self awareness - seeks and acts on feedback, aware of personal strengths, and has mastery over personal thoughts, feelings
Decision Quality - makes sound decisions/calls, relies on a mixture of analysis, wisdom, experience, and judgment when making decisions.
Situational Adaptability - picks up on situational cues and adjusts in the moment, and adapts personal, interpersonal, and leadership behavior.
Customer Focus - anticipates customer needs and provides services that are beyond customers expectations, uses customer insights to drive and guide the development of solutions, and serves as a strategic partner to build, grow and maintain profitable and long-lasting relationships
Optimizes Work Processes - identifies and creates the processes necessary to get work done and seeks ways to improve processes, from small tweaks to complete reengineering.
Directs Work - provides appropriate guidance and direction based on people's capabilities and service standards, holds self and others accountable for results, monitors progress by maintaining dialogue on work and results.
Relationship: Builds Teams - establishes common objectives and shared mindset, creates a feeling of belonging and strong team morale, shares wins and rewards team efforts.
Develops Talent - Develops others through coaching, feedback, exposure, stretch assignments, aligns employee career development goals with organizational objectives.
Drives Engagement - empowers others and makes each person feel his/her contributions are important.
Action Oriented- readily takes action on challenges, identifies and seizes new opportunities and displays a can-do attitude in good and bad times, and steps up to handle tough issues.
Communicates effectively - is effective in a variety of communication settings, one-on-one, small, large groups, or among diverse styles and position levels, attentively listens to others and adjusts to fit the audience and the message. Provides timely and helpful information to others across the organization and encourages the open expression of diverse ideas and opinion.
At least three (3) years of working experience as Team Manager/Lead in customer success preferably under customer protection/fraud prevention or related field
Working Conditions:
#LI-Onsite work in Greenfield, Mandaluyong
Flexible schedule and rest days based on business needs
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
Our Connected Work Culture: Driving Innovation, Together
At Remitly, we believe that true innovation sparks when we come together. Our Connected Work Culture fosters dynamic in-person collaboration, where ideas ignite and challenging problems find solutions faster. For corporate team members, we have an in-office expectation of at least 50% of the time monthly, typically achieved by coming in three days a week. This creates a consistent, meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their team's specific needs. These intentional in-office moments are vital for deepening relationships, fueling creativity, and ensuring your impact is felt where it matters most.
Remitly is an E-Verify Employer
At Remitly, we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates, in full compliance with applicable laws and regulations.
Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.