Customer Support Escalations Specialist

📋 Description

• Own the most complex customer escalations via email beyond Tier 1/2.
• Audit ticket quality and document resolution paths to improve processes.
• Conduct root-cause analysis to reduce future escalation volume.
• Collaborate with Operations to share escalation trends and align on improvements.
• Support training by serving as SME for Tier 1/2 and reducing escalations.

🎯 Requirements

• 2-5 years of experience in customer support with escalations or Tier 2/3.
• Strong written communication; case notes and responses are clear and defensible.
• High ownership: you follow cases through to resolution.
• Able to work within a structured ops team without heavy direction.
• Nice to have: background in consumer fintech, neobank, or credit-adjacent startup.
• Nice to have: experience with Zendesk or similar ticketing platforms.

🎁 Benefits

• Equal opportunity employer.
• Scale fintech startup with impact on millions of customers.
• Collaborative, high-ownership culture with meaningful work.
• Clear ownership and real customer impact.