Customer Support & Operations Lead

Remitly; Manila; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Remitly is seeking an Operations Supervisor to lead a VitalChek support team segment in a high-volume, customer-facing environment. You will drive performance, onboarding, and process improvements while ensuring SLAs are met and service quality remains high.

You will develop talent, coach staff, and collaborate with stakeholders to align operations with strategic objectives, while fostering continuous improvement and fair people practices.

Qualifications

• Bachelor’s degree holder.
• 1-2 years of leadership experience in a BPO setup.
• Familiar with BPO operations (AHT, NPS, SLA, etc.).
• Excellent written and verbal communications skills and the ability to collaborate across all levels.
• Proven success at managing change.
• Strong organizational, prioritization and delegation skills.
• Proven problem solving and analytical skills.
• Detail oriented and project management skills.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months

Responsibilities

• Lead a segment of the VitalChek support team and oversee day-to-day operations.
• Manage recruitment in conjunction with HR and orient new hires.
• Conduct performance reviews and develop Personal Development Plans.
• Audit outputs and ensure adherence to policies, procedures, and SLAs.
• Collaborate with cross-functional partners to improve customer experience.
• Prepare reports and liaise with business owners to improve service levels.
• Foster a culture of continuous improvement as an Operational Excellence Advocate.
• Support career development and fair people practices.
• Handle administrative tasks and other duties as assigned.

Skills

People leadership

BPO operations

Communication

Change management

Analytical

Education

Bachelor’s degree

Tools

AI tools

Job description

Remitly is seeking an Operations Supervisor to lead a VitalChek support team segment in a high-volume, customer-facing environment. You will drive performance, onboarding, and process improvements while ensuring SLAs are met and service quality remains high.

You will develop talent, coach staff, and collaborate with stakeholders to align operations with strategic objectives, while fostering continuous improvement and fair people practices.