Remote-First Complaints Analyst II (FinTech Escalations)

United States Digital Space LLC; United States; Remote; USD 12,000 - 15,000; Full time

Job summary

the company is a remote-first, but not remote-only organization. The role focuses on owning and resolving complaint-related support escalations from intake to closure, using tools like Salesforce, Control Center, and Athena to trace root causes and determine resolutions.

We expect 2+ years in consumer support or escalation management within fintech or crypto, with the ability to manage a full caseload and communicate clearly in writing.

Qualifications

• 2+ years in consumer support, complaints handling, or escalation management in financial services, crypto, or fintech.
• Ability to investigate escalated cases and drive independent resolution using CRM tools.
• Proven track record of managing a full caseload and meeting deadlines.
• Clear, accurate written communication for internal and customer-facing responses.

Responsibilities

• Own and resolve complaint-related support escalations from intake through closure, ensuring timely completion.
• Investigate complex consumer cases using Salesforce, Control Center, and Athena to determine resolutions.
• Partner with Payments Risk, EDD, and Compliance to progress cases with external dependencies.
• Maintain accurate case records and update statuses daily for tracking and audits.
• Identify recurring issues and elevate process gaps with documented recommendations.

Skills

Consumer support

Escalation management

CRM tools

Independent caseload

Written communication

Tools

Salesforce

Athena

Case management tools

Job description

the company is a remote-first, but not remote-only organization. The role focuses on owning and resolving complaint-related support escalations from intake to closure, using tools like Salesforce, Control Center, and Athena to trace root causes and determine resolutions.

We expect 2+ years in consumer support or escalation management within fintech or crypto, with the ability to manage a full caseload and communicate clearly in writing.