Senior Escalations Lead - Fintech Support

Current; New York (NY); Presencial; USD 90 000 - 150 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Zendesk

Salesforce Service Cloud

Mentorship

AI tools for support

Resumo da oferta

Current, a NYC-based consumer fintech, seeks a Senior Escalations Specialist to join the MX Operations team in New York. You will tackle the most complex member escalations across support channels, diagnosing issues that are not covered by playbooks and driving resolution within SLA.

In this role you will partner with Product and Engineering to report bugs, mentor other specialists, and use root-cause analysis to strengthen processes.

Qualificações

• 5+ years of experience in escalations, senior support, member or customer experience, ideally in fintech, banking, or another regulated or high-trust industry.
• Proven ability to operate in ambiguity, working cases without a defined playbook and building a sound resolution path from incomplete information.
• Resourceful and quick to learn new systems, frameworks, and processes, with the drive to build solutions rather than wait for them.
• Strong root cause analysis skills, with the ability to look past the symptom a member reports and identify what actually went wrong.
• Able to apply complex regulatory requirements in a technically competent manner, and to analyze, summarize, and communicate findings drawn from facts.

Responsabilidades

• Own and resolve escalations that reach Current within defined SLAs, including complex cases spanning account access, transactions, disputes, and fraud.
• Serve as a senior resource on cases that could not be resolved earlier in the process, analyzing root causes and identifying the missing context behind each escalation.
• Exercise sound judgment on sensitive or ambiguous cases where standard playbooks do not apply, and build a defensible path to resolution where none exists.
• Collaborate with business units to identify issues, surface trends, and drive resolution of the underlying problems generating escalations.
• Provide guidance to other team members on complex cases, including high-stakes interactions with members who are frustrated or facing significant issues.
• Identify, document, and report bugs surfaced through escalations, and collaborate with business unit partners to prioritize and drive them to resolution.
• Feed every resolved escalation back into knowledge articles, guidance, and routing so the same issue does not elevate again.
• Collaborate with Product leadership to identify member sentiment, build a deeper understanding of the member experience, and advocate for member needs in product decisions.
• Identify trends across escalation volume and report them to MX Operations and business unit leadership so issues are caught before they scale.
• Contribute to how the escalation model itself works, surfacing process gaps and proposing improvements as the support model matures

Conhecimentos

Escalations expertise

Root-cause analysis

Regulatory compliance

Stakeholder communication

Ambiguity navigation

Descrição da oferta de emprego

Current, a NYC-based consumer fintech, seeks a Senior Escalations Specialist to join the MX Operations team in New York. You will tackle the most complex member escalations across support channels, diagnosing issues that are not covered by playbooks and driving resolution within SLA.

In this role you will partner with Product and Engineering to report bugs, mentor other specialists, and use root-cause analysis to strengthen processes.