Lead resolution of critical cases escalated to senior leadership.
Conduct investigative deep dives into high-impact issues using data-driven problem solving.
Identify systemic issues and propose solutions to rebuild trust and mitigate brand risk.
Build bridges across teams to align customer outcomes with goals.

🎯 Requirements

5+ years in customer success, risk management, or service delivery in high-stakes sectors.
Availability to work 40 hours/week, weekends and/or different shifts.
Strong conflict resolution and empathy in customer interactions.
Data-driven problem solving and cross-functional collaboration.
Ability to make high-stakes judgments balancing business and customer needs.
Excellent communication with executive stakeholders and teams.

🎁 Benefits

Bonus, incentives, and equity programs.
Employee travel credits.
Inclusion and belonging initiatives.

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