Escalations And Complaints Lead

📋 Description

• Define and own the escalations process: what triggers an escalation, who handles it, and what the
• Build the complaints program from the ground up, including intake, classification, tracking, and
• Personally handle the most sensitive and highest-stakes customer cases, including those involving
• Partner with Trust and Safety and Community teams to manage concerns that arrive through support
• Analyze complaint and escalation trends, identify root causes, and drive fixes with Product
• Maintain complete, accurate case records and produce reporting that Legal, Compliance, and external

🎯 Requirements

• 4 or more years in escalations, complaints management, or customer resolution at a fintech, bank
• Direct experience building or running a formal complaints program, including intake design, case
• Strong written communication skills, particularly in sensitive situations where tone and precision
• Rigorous documentation habits and a clear understanding of what "audit-ready" actually means in
• Sound judgment and a consistent sense of fairness when cases are ambiguous or emotionally charged.
• Comfort working directly with Legal and Compliance teams, including translating case details into

🎁 Benefits

• Competitive salary & equity
• Unlimited PTO
• Full Health, Vision, & Dental coverage
• 401k match
• Hardware setup: new MacBook Pro, big display, & accessories