Disputes Team Lead – Fraud & Customer Experience

Remitly; Manila; On-site; PHP 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Rice Allowance

Transportation Allowance

Paid Vacation

Medical, Dental & Vision

Accident and Life Insurance

Employee Stock Purchase Plan (ESPP)

Mental Health & Family FormingBenefits

Job summary

Remitly in Manila is seeking a Disputes Team Manager to lead a high-performing team of Disputes Investigators. You will coach, develop careers, and drive engagement while improving chargeback workflows and fraud detection practices.

You will foster a cohesive culture, ensure service promises, and partner with Customer Success, HR, and Program Managers to deliver outstanding support for customers and internal stakeholders in a connected work environment.

Qualifications

• Experience leading disputes teams or customer service operations.
• Proven ability to coach, develop, and mentor employees.
• Strong understanding of fraud detection and prevention practices.
• Demonstrated leadership, communication, and performance management skills.

Responsibilities

• Lead the Disputes Investigators in Manila and Managua to achieve service promises.
• Coach for performance, career development, and adherence to Remitly values.
• Improve chargeback and disputes workflow through process improvements.
• Foster a cohesive, engaging, and high-performing team environment.
• Partner with Customer Success, HR, and Program Managers to ensure customer and stakeholder success.

Skills

Customer experience

Fraud detection

Team leadership

Engagement coaching

Facilitation

Talent development

Job description

Remitly in Manila is seeking a Disputes Team Manager to lead a high-performing team of Disputes Investigators. You will coach, develop careers, and drive engagement while improving chargeback workflows and fraud detection practices.

You will foster a cohesive culture, ensure service promises, and partner with Customer Success, HR, and Program Managers to deliver outstanding support for customers and internal stakeholders in a connected work environment.