Team Manager, Customer Success

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