Be an early applicantLess than 25 applicants
This job has closed.
Trilogy Equity Partners ยท 2 days ago
Program Manager, Customer Support - Payments
Seattle, WA
Full-time
Onsite
Mid, Senior Level
5+ years exp
Wonder how qualified you are to the job?
Maximize your interview chancesEnterprise SoftwareFinance
Insider Connection @Trilogy Equity Partners
Responsibilities
Provide visibility and accountability to overarching CS goals and KPIs related to payments
Improve CS knowledge of payments related topics and processes by providing "boots on the ground" support to CS teams within sites
Drive customer experience and operational excellence for payment methods used by Remitly customers
Build partnership between the Customer Success organization and the Remitly payments program
Identify areas of customer friction, and partner with product stakeholders to develop and prioritize potential solutions
Work with operational teams to ensure that changes are well-performed and implemented
Manage escalations related to Payments within SLA ensuring accurate and speedy resolution
Work with Ops leadership to provide associates with performance, value, and technical skills coaching and advocate for payments related work within CS
Partner with Payments Product teams to translate operational gaps into system and process requirements
Qualification
Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.
Required
5+ years of progressive Customer Service support experience with a focus in process and program management
Payment related expertise, identifying root causes and solving issues within process, product, and workflows
Passion for customer experience and willingness to address customer pain points
Advocacy for under-represented groups and teams
Experience influencing across partner groups for customer experience improvement
Comfortable leading in an ambiguous environment
Experience in communicating and leading change with stakeholders and senior leaders
Ability to work with technical teams and manage dependencies
Basic SQL, SAS or similar data analysis experience
Benefits
Unlimited paid time off
Health, dental, and vision benefits + 401k plan with company matching
Company contributions to your HSA or FSA plan, if you choose one
Continuing education and corridor travel benefits
Scholars program
Company
Trilogy Equity Partners
Trilogy Equity Partners is a closely-held investment firm based in Bellevue, Washington.
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Alan Bender
Partner
Amy McCullough
Partner
Company data provided by crunchbase
