Business Concierge Associate

Job Description:

At Remitly we believe everyone deserves the freedom to access move and manage their money wherever life takes them. Since 2011 weve 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 its supporting loved ones back home growing a business across continents or pursuing new opportunities abroad were not just here to move money were here to move our global customers forward.

Were looking for builders reimaginers and global thinkers who want to work at the intersection of technology trust and transformation. If thats you and youre ready to do the most meaningful work of your careerwe invite you to join over 2800 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 Remitlys 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 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

• Must be very agile and should be able to work well under pressure

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

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 teams 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.