Knowledge Management, Technical Specialist

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:

The Knowledge Management, Technical Specialist is responsible for the operational excellence and continuous improvement of Remi, Remitly's AI assistant for Customer Success. This role reports to the Team Manager, Knowledge Management and sits at the intersection of knowledge management, quality assurance, and AI operations, ensuring that Remi delivers accurate and helpful responses to support our associates in providing exceptional service. The specialist will serve as the voice of the associate on the ground, partnering with product and program teams to enhance Remi's capabilities while maintaining the highest standards of accuracy in critical areas such as compliance, fraud prevention, risk management, privacy, and security.

This position, the first of its kind in Customer Success, offers the exciting opportunity to work with cutting-edge AI tools, including Amazon Q, and learn how to leverage these technologies to provide direct feedback and training to Remi. You'll be at the forefront of AI assistant development, gaining hands-on experience with enterprise AI platforms while contributing to the evolution of Customer Success technology.

Who you are:

Core competencies:

• Quality assurance mindset – You possess a critical eye for detail and systematic approach to testing and validation. You develop comprehensive QA processes and execute regular audits to ensure accuracy and compliance across all AI assistant responses.

• Analytical problem-solving – You demonstrate strong analytical skills to interpret dashboards, metrics, and feedback data. You can identify patterns, trends, and areas for improvement while making data-driven recommendations for action.

• Knowledge management excellence – You have deep familiarity with knowledge bases, SOPs, and documentation systems. You can quickly navigate complex information structures and validate content accuracy against established procedures and policies.

• Stakeholder partnership – You effectively collaborate with cross-functional teams including product, program management, and operations. You serve as an advocate for associate needs while translating technical requirements into actionable feedback.

• Compliance and risk awareness – You understand the critical importance of accuracy in financial services, particularly in areas of compliance, fraud prevention, and regulatory requirements. You maintain high standards and escalate appropriately when issues arise.

Functional competencies:

• Strong programmatic and analytical skills

• Proficiency in dashboard interpretation and metrics analysis

• Excellent written communication and documentation skills

• Process improvement and optimization focus

• Ability to work independently with high attention to detail

• Knowledge of quality assurance methodologies

What you'll do:

• Quality assurance testing – Develop and execute regular QA test cases and scenarios to validate Remi's performance across different use cases, documenting findings and providing structured feedback for continuous improvement.

• Feedback analysis and action –Review and collect associate feedback (focus groups, side-by-sides, etc) on Remi's performance daily, including thumbs up/thumbs down ratings and written feedback, to identify trends and prioritize improvement areas for action.

• Knowledge base validation – Cross-reference AI assistant responses against existing knowledge base and SOPs to ensure consistency and accuracy across all associate-facing information.

• Performance metrics monitoring – Analyze dashboard metrics and key performance indicators to identify when and where to take corrective action, maintaining detailed logs of interventions and outcomes.

• Product partnership – Collaborate with product and program teams to provide ground-level insights on new features and enhancements for Remi, including integration opportunities such as outage notifications and contact note structuring tools.

• AI tool utilization and learning – Work with advanced AI platforms such as Amazon Q to enhance Remi's capabilities, learning how to leverage these tools to provide direct feedback, training inputs, and performance optimization for continuous AI assistant improvement.

• Associate advocacy – Serve as the voice of customer service associates to understand their needs, challenges, and suggestions for AI assistant improvements, ensuring user experience remains central to development priorities.

• Documentation and reporting – Maintain comprehensive documentation of audit findings, feedback analysis, and improvement recommendations, providing regular reports to stakeholders on AI assistant performance and operational status.

Job qualifications:

• A bachelor's degree is a plus, at any level

• Experience working with knowledge bases, SOPs, and documentation systems with demonstrated ability to validate content accuracy

• Strong analytical skills with experience interpreting dashboards, metrics, and feedback data to drive actionable insights

• Excellent written and verbal communication skills and cross-team collaboration skills to serve varying stakeholders

• Strong organization, critical thinking, analytical, problem-solving, and prioritization skills

• Demonstrated ownership, bias for action, high quality standards, and attention to detail

• Learner mindset to maintain deep product, operations, and AI assistant knowledge

• Alignment to Remitly values, particularly Customer centricity, Be an owner, Compassionate partnership, Deliver on promises, Bias for action, Sweat the details, Data driven, and Continuous improvement

• Ability to respond quickly to any unforeseen circumstances and manage time, deliverables and expectations

• Experience in customer service operations, quality assurance, or knowledge management environments

Preferred qualifications:

• Bachelor's degree in Business, Operations, Communications, or related field

• Experience with AI/ML systems, chatbots, or automated customer service tools

• Background in quality assurance or process improvement methodologies

• Six Sigma or Lean certification

• Experience with data analysis tools and techniques

• Previous experience in a customer service center environment with proven ability to operate effectively in a hyper growth, ambiguous, ever-changing environment

• Knowledge of financial services regulations and compliance requirements

• Experience in fast-paced environments, with a strong preference for candidates who have worked in remittances

• Process improvement experience or certification (e.g., Lean Six Sigma) is a plus

• Experience using project management platforms (e.g., JIRA, Asana) is a plus

Our Benefits:

• In Site Subsidized Meals
• Transportation
• Premium Language Bonus
• Employee Stock Purchase Plan (ESPP)
• Mental Health & Family Forming Benefits
• Private Life Insurance
• On site Clinic and Remitly Doctor
• Continuous learning tools & certification programs
• Reduced Working Hours per Week (from 48 to 40)
• Two consecutive days off

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.