Business Concierge Associate
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:
The Business Concierge Associate is a high-impact, specialized role at the intersection of customer experience, risk management, and operational excellence. As a critical liaison between Remitly and its business clientele across the Philippines and Nicaragua, you will own the full lifecycle of complex customer concerns — from initial escalation through to root cause resolution — while delivering a premium, white-glove concierge experience to our most sophisticated customer segment.
This is not a traditional support role. You will operate across multiple functional domains simultaneously — navigating partner ecosystems, financial risk frameworks, engineering pipelines, and compliance requirements — while maintaining the highest standards of customer advocacy. You will serve as the institutional voice for business customers within Remitly, ensuring that systemic failures are not just resolved, but permanently addressed.
You will:
Serve as the primary point of contact and subject matter expert for business customers, providing sophisticated concierge level experience through owning a high-complexity portfolio of escalations across customer service concerns, partner-related disruptions, risk-triggered holds, engineering failures, and reconciliation disputes — and liaising with specialized internal teams including Disputes, Complaints, and Compliance to drive end-to-end resolution that is complete, timely, and sustainable.
Proactively identify, analyze, and mitigate high-risk transactions within the business portfolio, and manage the full lifecycle of risk reviews, disbursement failures, declined transactions, post-completion issues, and stale transactions — exercising independent judgment and delivering seamless, concierge-level support before business, brand, or customer impact occurs.
Synthesize recurring trends and systemic risks across specific partners and corridors into actionable intelligence, and contribute data-driven recommendations to eliminate partner processing errors and drive continuous improvement initiatives that raise the bar for business customer experience.
Guide business customers and charitable institutions through the entire engagement journey — from complex onboarding processes (KYB) through to transaction completion — ensuring precision, compliance, and a premium experience at every touchpoint.
Deliver proactive, real-time transaction updates to business customers through an enhanced business engagement framework, reducing uncertainty and reinforcing trust in high-stakes situations.
Communicate with rigor and sensitivity to customers whose accounts have been systemically compromised, balancing transparency, regulatory obligations, and customer confidence under pressure.
Participate in fast-paced experiments and pilots, delivering insights and feedback that help refine and elevate the business customer experience.
Coordinate across corporate teams — including product, engineering, account management, and senior leadership — to resolve deeply escalated, multi-stakeholder client issues that require cross-functional alignment and decisive action.
Operate with a relentless continuous improvement mindset, treating no issue as resolved until its root cause has been identified, addressed, and safeguarded against recurrence.
Uphold and actively promotes Remitly’s Cultural Values through behavior, attitude, and advocacy — setting the standard for how the team shows up for its customers and for each other.
You Have:
Prior experience of at least 2 years working with or supporting businesses and/or handling high-value customers is strongly preferred, with a demonstrated understanding of their operational complexity and unique financial needs.
Deep expertise in customer success, disbursements, and financial risk management, with a proven ability to navigate high-pressure, multi-variable scenarios with composure and precision.
Strong business acumen — capable of contextualizing business customer issues within broader operational and financial frameworks.
Exceptional written and verbal communication skills, with the ability to translate complex technical or risk-related matters into clear, actionable guidance for business customers.
A growth mindset and genuine intellectual curiosity, with a demonstrated ability to challenge existing processes constructively and drive meaningful improvements.
Partnership-oriented approach, with a history of building collaborative, trust-based relationships with both internal stakeholders and external clients.
Demonstrated curiosity and passion for helping businesses succeed.
Proficient in MS Office and Google Workspace (Docs, Sheets, Slides).
Knowledge of the financial services or payments industry is a distinct advantage.
Knowledge of AI tools and an initiative for leveraging them to transform business workflows, functions, and the overall customer experience is a strong asset.
Working Conditions:
Must be willing to work on-site
Must be amenable with shifting schedules
Must be very agile and should be able to work well under pressure
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.