Business Concierge Associate

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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 writt

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