Consumer Support Associate

Job Description:

Remitly’s vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.

About the Role:

As a Consumer Support Associate, you will report to the Complaints Team Manager. You will take ownership of responding to our customers’ feedback on social media, review sites, and other feedback channels. You are responsible for handling complex customer issues that require advanced problem-solving skills. Your role will involve investigating and resolving escalated complaints, ensuring customer satisfaction, and maintaining high service standards. Key skills include excellent verbal and written communication, empathy, attention to detail, and the ability to work under pressure.

This role is part of a wider complaint and specialist consumer support team, providing vital support to Remitly’s customers and insight to stakeholders across Remitly.

You Will:

• Respond to and resolve issues for customers on public-facing channels such as Facebook, Twitter, Instagram, LinkedIn, Google, and regional online review websites.
• Identify and manage complaints and errors through public-facing channels, collaborating with Complaints Specialists to efficiently transfer and log the issues, ensuring resolution within regulatory guidelines.
• Respond to emails on behalf of Remitly’s CEO, as assigned by the Complaints Team Manager.
• Collaborate with teams to ensure messaging consistency and resonance with our target audience.
• Contribute to the creation and maintenance of community engagement and response guidelines.
• Report on community feedback and sentiment.
• Stay updated on industry trends, new or relevant online review sites, and best practices in community management.
• Provide operational support to Remitly’s Privacy Team.
• Review transactions and all available information to understand our customers while respecting all identities.
• Make customer-centric decisions and take the path of least friction to protect our customers.
• Observe customer transactions to identify fraudulent activities such as account takeovers, friendly fraud, theft, and other similar risks.

Internal Qualifications:

• Open to all Remitly Manila employees.
• Have worked for Remitly for at least 12 months and have been in their current position for at least 6 months.
• Should have a rating of at least “Strong Impact” on the most recent performance reviews, and must not be on a Performance Improvement Plan.
• Should not have had any DA, no verbal, written, and final warning for the past 6 months. No suspension for the past 12 months

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

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 equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.