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About the role

We are seeking an experienced Customer Success Escalations Manager to lead our internal escalation team. This role is crucial in ensuring that our customers receive exceptional support while also driving process improvements to enhance scalability and efficiency.

In this position, you will directly oversee a team of Senior Customer Success Associates (CSAs), and coordinate additional escalation staff during high-volume periods at the beginning of each month. Your team will be responsible for handling complex customer escalations, supporting our BPO operations, and working cross-functionally with Engineering, Risk, Finance, and Product teams to resolve issues and optimize our escalation workflows.

This is a high-impact role in a fast-growing organization, where you’ll be expected to take a data-driven approach to problem-solving and deliver solutions that enhance the overall customer experience.

What you'll do

• Lead and develop a team of Senior Customer Success Associates, ensuring high performance and strong collaboration across internal and external teams.
• Refine escalation workflows for sensitive customer issues, including refund approvals, compliance approvals, and technical issues requiring Engineering or Risk team intervention.
• Support BPO operations teams by acting as an escalation point for complex cases and providing guidance on resolution strategies.
• Analyze escalation trends and work cross-functionally to identify root causes, driving process improvements that reduce escalation volume and improve resolution efficiency.
• Responsible for meeting or exceeding key performance metrics such as resolution time, CSAT for escalated cases, and overall escalation rate improvements.
• Collaborate with internal teams (Engineering, Risk, Compliance, Finance, Product) to ensure escalation policies align with broader company objectives.
• Provide real-time operational oversight during peak periods, ensuring that additional team members are efficiently deployed and that escalations are handled promptly.
• Leverage data and reporting tools (Zendesk, Slack, Google Suite, and optionally Looker, SQL, Sigma) to track performance and provide insights for continuous improvement.

Key Qualifications

• 5+ years of experience in customer service operations, escalation management, or a related role, with at least 2+ years in a leadership capacity.
• Background in fintech, payments, or financial services is highly preferred.
• Experience working with third-party vendors and BPO operations.
• Strong understanding of customer service escalation workflows and best practices for handling sensitive or high-impact cases.
• Exceptional problem-solving and analytical skills, with a passion for "seeking the truth" in data to drive actionable insights.
• Proficiency in Zendesk, Slack, and Google Suite. Experience with Looker, SQL, or Sigma is a plus.
• A proven ability to influence cross-functional teams and drive alignment across departments.
• A hands-on leader who thrives in a fast-paced, high-growth environment and can adapt quickly to evolving business needs.