Escalation Fastlane Specialist

Payoneer Inc.; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Payoneer is seeking an experienced operations professional to oversee the end-to-end customer experience for our top clients in Bengaluru. This on-site, full-time role focuses on efficient onboarding, issue resolution, and maintaining compliance with industry best practices.

You will serve as the primary contact for escalations from Sales and Customer Success, own the resolution lifecycle, handle KYC/Account approval tickets, identify trends, and collaborate with cross-functional teams to drive

Qualifications

• Bachelor’s degree is required.
• Excellent communication and interpersonal skills are essential.
• Strong collaboration and multitasking abilities in a fast-paced environment.

Responsibilities

• Serve as the primary point of contact for operations-related escalations raised by Sales and Customer Success teams.
• Own the end-to-end resolution process, ensuring timely updates and clear communication to stakeholders throughout the case lifecycle.
• Handle KYC / Account approval K5-K7 level tickets.
• Analyze escalation trends to identify recurring issues and collaborate with cross-functional teams to drive root cause resolution.
• Proactively flag high-risk or sensitive cases to senior leadership and relevant teams, ensuring swift mitigation.
• Maintain a strong understanding of operational processes and policies to ensure escalations are handled in line with compliance and service standards.
• Continuously seek opportunities to improve escalation handling procedures, with a focus on efficiency and customer satisfaction.

Skills

Communication

Interpersonal skills

Collaboration

Problem solving

Accountability

Education

Bachelor’s degree

Job description

About Payoneer

Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.

About Payoneer

Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories. By taking the complexity out of the financial workflows-including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence-we give businesses the tools they need to work efficiently worldwide and grow with confidence.

Role summary

This role oversees and operates Payoneer’s end-to-end customer experience and proactively addresses issues for our top clients. The team combines service orientation, aiming to resolve internal stakeholders’ friction and assist in frictionless and faster customer onboarding while keeping Payoneer compliant with top industry practices. Location - Bangalore, India; On-site; Full-time

What You’ll Do

• Serve as the primary point of contact for operations-related escalations raised by Sales and Customer Success teams.
• Own the end-to-end resolution process, ensuring timely updates and clear communication to stakeholders throughout the case lifecycle.
• Handle KYC /Account approval K5-K7 level tickets
• Analyse escalation trends to identify recurring issues and collaborate with cross-functional teams to drive root cause resolution.
• Proactively flag high-risk or sensitive cases to senior leadership and relevant teams, ensuring swift mitigation.
• Maintain a strong understanding of operational processes and policies to ensure escalations are handled in line with compliance and service standards.
• Continuously seek opportunities to improve escalation handling procedures, with a focus on efficiency and customer satisfaction.

Who You Are

• Bachelor’s degree
• Minimum of 5 years of experience in Operations or Customer Care & year in PY-specific processes.
• Excellent communication and interpersonal skills, with the ability to engage effectively across functions and levels.
• Strong collaboration skills with the ability to manage multiple priorities in a fast-paced environment.
• Proactive problem-solver with keen attention to detail and a strong sense of accountability.
• Solid understanding of Payoneer’s KYC requirements and internal operational processes.
• Customer-centric mindset with a focus on delivering effective solutions.
• Self-driven, results-oriented, and takes full ownership to drive resolutions proactively.

The Payoneer Ways of Working

Act as our customer’s partner on the inside

Learning what they need and creating what will help them go further.

Do it. Own it.

Being fearlessly accountable in everything we do.

Continuously improve

Always striving for a higher standard than our last.

Build Each Other Up

Helping each other grow, as professionals and people.

If this sounds like a business, a community, and a mission you want to be part of.

We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-case basis.