Remitly
We provide trusted digital financial services to our customers and recipients in over 170 countries across the globe.
Seattle, WA

Director, Customer Success Technology

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At Remitly, we help people around the world send over $6 billion around the globe inspired by our mission to accomplish our promise to immigrants to send money across the world. Sending money is faster, easier, and costs less with our all-digital money transfer platform. We want to transform the lives of immigrants and their families by providing the most trusted financial service products on the planet. At Remitly, your work has a direct and positive impact on people around the globe. Your work matters, every day.

About the Role:

Our global Customer Success organization needs an empathetic product and engineering leader who is passionate about building and using technology to help customers get solutions in fast, easy, modern ways. You will report to the Chief Customer Officer and partner with cross-company product, program and operations peers to ensure Remitly provides the best support experience for our customers. You will lead a global team of product managers and engineers.

You Will:.

  • Serve two primary customer segments: Remitly customers and Remitly support agents.
  • Beginning with external customers in mind, design and execute, through tools and products, great "Customer Journey to Resolution" experiences at scale
  • Beginning with the agents in mind, design and execute through tools and products, great agent experiences that improve agent engagement and productivity
  • Work with the broader Tech Organization and our Customer Success Leadership team to develop a clear vision, strategy and prioritized product roadmap for Support including important customer requirements and priorities
  • Improve our customer experience and results by continuously enhancing Remitly's omnichannel technology stack (dialers, chat-bots, native in-app channels, web chat, voice app, asynchronous channels, and database)
  • Select and manage outstanding third-party partners to achieve Remitly's goals and successfully integrate them into the broader Remitly team
  • Build amazing features in our Remitly digital support experience and continuously improve and innovate
  • Hire and grow a global team of product managers and engineers who create the best customer experiences
  • Develop our long-term vision/goals/strategies for a portfolio of products
  • Ensure projects are managed to mitigate risks and are completed as promised and on budget
  • Work with engineers to make technical tradeoffs. You sweat the details to understand short and long-term impact and deliver strong return on investments
  • Manage and select third-party partners to achieve Remitly's goals and integrate them into the broader Remitly team

You:

  • Have Customer Support/Success technology domain knowledge
  • Are experienced (10+ years) in product management with at least 5 years building consumer facing products, in global environments, and 5+ years leading product and engineering teams
  • Want your work to make a difference and are passionate about our mission and values
  • Inspire and lead people to success
  • Are a strong customer advocate for customers and agents and want to lead work that makes their lives measurably better
  • Use tools such as Salesforce, Twilio, or other digital support platforms
  • Love using data to make sound product decisions
  • Lead using coaching agile methodologies (e.g. Scrum)
  • Earned an Engineering related degree or equivalent experience

Our Benefits:

  • Unlimited paid time off
  • Health, dental, and vision benefits + 401k plan with company matching
  • Company contributions to your HSA or FSA plan, if you choose one
  • Continuing education and corridor travel benefits
  • Scholars program

Remitly is an Equal Opportunity Employer. Equal employment opportunity has been, and will continue to be, a fundamental principle at Remitly. We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman's potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.

Remitly is an E-Verify Employer

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What are Remitly Perks + Benefits

Culture
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee-led culture committees
Quarterly engagement surveys
Flexible work schedule
Remitly offers a flexible schedule outside of core hours, designed for parents in mind.
Remote work program
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Remitly's executive leadership is as diverse as our staff, and our Director of Diversity & Inclusion is focused on continuous improvement of our D&I initiatives.
Mandated unconscious bias training
Diversity employee resource groups
At Remitly, our nine affinity groups are open membership - any employee who self-identifies, self-affiliates, or is an aspiring ally who wants to connect, learn, and share is welcome to join!
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Remitly partners with Modern Health to provide enhanced employee benefits that support a holistic approach to employees' well-being. This includes sessions with licensed therapists for clinical needs.
Wellness days
Financial & Retirement
401(K)
401(K) matching
Employee stock purchase plan
Remitly offers the opportunity to purchase stock options through its Equity Incentive Plan.
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Remitly offers up to 12 weeks of paid maternity and paternity leave for new parents.
Family medical leave
Company sponsored family events
Remitly sponsors family-oriented events semi-annually (e.g., holiday party and company picnic).
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Flexible time off
Office Perks
Commuter benefits
All King County-based employees receive the ORCA Card transportation benefit on day one. The ORCA Card can be used on all regular buses, Regional Rail, and a few other modes of transportation.
Company-sponsored outings
Remitly has regular paid team outings, as well as company-wide annual holiday parties and other events, for all employees and a guest.
Free snacks and drinks
Remitly has a fully stocked kitchen including unlimited snacks, coffee, tea and all the flavored Bevi water you can handle.
Some meals provided
Remitly provides a weekly catered lunch on Thursdays.
Company-sponsored happy hours
Virtual happy hours are hosted At team's discretion.
Onsite office parking
We offer employees a parking subsidy in the building's below-ground garage.
Relocation assistance
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Remitly hosts lunch and learn meetings on occasion.
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Remitly allows employees to set aside 8 hours of designated learning and development time, per employee, per month.
Online course subscriptions available
Customized development tracks

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