Job Description:

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.

Job Responsibilities:

• Serves 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 identifies, analyzes, and mitigates high-risk transactions within the business portfolio, and manages 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.

• Synthesizes recurring trends and systemic risks across specific partners and corridors into actionable intelligence, and contributes data-driven recommendations to eliminate partner processing errors and drive continuous improvement initiatives that raise the bar for business customer experience.

• Guides 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.

• Delivers proactive, real-time transaction updates to business customers through an enhanced business engagement framework, reducing uncertainty and reinforcing trust in high-stakes situations.

• Communicates with rigor and sensitivity to customers whose accounts have been systemically compromised, balancing transparency, regulatory obligations, and customer confidence under pressure.

• Participates in fast-paced experiments and pilots, delivering insights and feedback that help refine and elevate the business customer experience.

• Coordinates 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.

• Operates with a relentless continuous improvement mindset, treating no issue as resolved until its root cause has been identified, addressed, and safeguarded against recurrence.

• Upholds 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.

Job Qualifications: 

• 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 written and verbal communication skills, with the ability to translate complex technical or risk-related matters into clear, actionable guidance for business customers.

• A growth mindset and genuine intellectual curiosity, with a demonstrated ability to challenge existing processes constructively and drive meaningful improvements.

• Partnership-oriented approach, with a history of building collaborative, trust-based relationships with both internal stakeholders and external clients.

• Demonstrated curiosity and passion for helping businesses succeed.

• Proficient in MS Office and Google Workspace (Docs, Sheets, Slides).

• Knowledge of the financial services or payments industry is a distinct advantage.

• Knowledge of AI tools and an initiative for leveraging them to transform business workflows, functions, and the overall customer experience is a strong asset.

Working Conditions: 

• Must be willing to work on-site

• Must be amenable with shifting schedules

Benefits

• In Site Subsidized Meals
• Transportation
• Employee Stock Purchase Plan (ESPP)
• Mental Health & Family Forming Benefits
• Private Life Insurance
• On site Clinic and Remitly Doctor
• Continuous learning tools & certification programs
• Two consecutive days off

Who we are:

Remitly is a group of passionate people working to make international payments easier and more transparent on both the web and mobile devices. We are seeking team members to join us that want to make a difference and change an industry. We pride ourselves on aiming high and delivering results, data being at the heart of everything we do, and encouraging our team to own business decisions and outcomes. Sound like the place for you? Join us.

Remitly is an Equal Opportunity Employer. Individuals seeking employment at Remitly are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

Remitly is an E-Verify Employer

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