Escalation Fastlane Specialist

Payoneer; Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Payoneer Inc. is seeking an Escalation Fastlane Specialist to serve VIP and high-tier clients with end-to-end solutions. You will maintain long-term relationships, understand client needs, and coordinate with internal teams to ensure seamless service delivery.

The role emphasizes proactive problem solving, onboarding and ongoing support, and acting as an advocate for clients to influence product improvements. A strong focus on retention and renewals is required.

Qualifications

• Build and maintain long-term relationships with VIP and high-tier clients.
• Understand client needs and coordinate with internal teams to deliver tailored solutions.
• Proactively identify risks and opportunities to upsell or renew contracts.

Responsibilities

• Serve as the main contact for VIP and high-tier clients.
• Understand clients' goals and challenges to provide tailored solutions.
• Coordinate with GTM, sales, support, risk, product, and technical teams to ensure seamless service delivery.
• Oversee onboarding, implementation, and ongoing support.

Skills

Relationship management

Problem solving

Cross-functional coordination

Onboarding & implementation

Job description

Operations (Customer Journey, Care and Support)

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.

The Escalation Fastlane Specialist will serve as the primary point of contact for VIP and high-tier clients, providing end-to-end solutions and ensuring seamless communication with internal teams.

This role requires a deep understanding of clients' business needs, proactive problem-solving, and the ability to foster strong, long-term relationships.

What you’ll do

• Serve as the main contact for VIP and high-tier clients, building and maintaining strong, long-term relationships.
• Understand clients' business needs, goals, and challenges to provide tailored solutions and troubleshoot issues with different departments.
• Anticipate client needs and proactively offer support
• Coordinate with internal teams (e.g., GTM, sales, support ,GBT, risk, product, technical teams) to ensure seamless service delivery.
• Oversee onboarding, implementation, and ongoing support processes.
• Ensure clients receive high-priority support and timely resolutions to issues.
• Act as an advocate for VIP clients within the organization to influence product development and service improvements.
• Identify and flag potential risks on VIP accounts for retention or satisfaction.
• Seek opportunities to enhance account management processes.
• Participate in training and development to improve skills and knowledge.
• Identify opportunities for upselling, cross-selling, and renewals.

Who you are

• Serve as the main contact for VIP and high-tier clients, building and maintaining strong, long-term relationships.
• Understand clients' business needs, goals, and challenges to provide tailored solutions and troubleshoot issues with different departments.
• Anticipate client needs and proactively offer support
• Coordinate with internal teams (e.g., GTM, sales, support ,GBT, risk, product, technical teams) to ensure seamless service delivery.
• Oversee onboarding, implementation, and ongoing support processes.
• Ensure clients receive high-priority support and timely resolutions to issues.
• Act as an advocate for VIP clients within the organization to influence product development and service improvements.
• Identify and flag potential risks on VIP accounts for retention or satisfaction.
• Seek opportunities to enhance account management processes.
• Participate in training and development to improve skills and knowledge.
• Identify opportunities for upselling, cross-selling, and renewals.

#LI-SL3

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.

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-by-case basis.