Senior Escalations Specialist, MX Operations

Current; New York (NY); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Zendesk

Salesforce Service Cloud

Mentorship

AI tools for support

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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

Skills

Escalations expertise

Root-cause analysis

Regulatory compliance

Stakeholder communication

Ambiguity navigation

Job description

About Current

Current is a leading consumer fintech platform transforming financial access for everyday Americans with over five million members. We provide access to financial solutions that seamlessly work together to solve the needs of our members and enable all Americans to build better financial futures. Based in NYC, our results-driven environment drives us to build better products, grow faster and empower everyone on our team to have an impact on our business and mission to improve financial outcomes.

About The Role

We are looking for a Senior Escalations Specialist to join our MX Operations team in New York. In this role, you will work the most complex escalations that reach Current. These are the hardest, least defined problems in the member experience, and you will be accountable for getting them resolved. You will work escalated cases across our support channels, handling the issues that require deeper investigation and more experience to resolve. You will troubleshoot complex problems, partner with Product and Engineering to report and resolve underlying bugs, and provide guidance to other team members on difficult cases. When a case reaches you, there is rarely a playbook waiting. You will investigate root causes, identify what actually went wrong, and drive resolution within SLA. Just as importantly, you will close the loop. Every escalation you resolve is a signal about where guidance, product, or process fell short, and you will make sure that intelligence reaches the teams who can fix it. This role is ideal for someone who is energized by ambiguity, who has a passion for solving puzzles and identifying root causes, and who builds their own path to an answer when none exists.

Responsibilities

• 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

About You

• 5+ years of experience in escalations, senior support, member or customer experience, or a related support role, 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


• Excellent written and verbal communication skills, with the judgment to adapt tone across member-facing resolution and internal escalation to senior stakeholders


• Proven ability to manage a high‑stakes queue against SLAs without sacrificing quality

BONUS

• Experience with ticketing platforms such as Zendesk or Salesforce Service Cloud


• Familiarity with fraud, disputes, or regulatory complaint handling


• Experience partnering with Trust and Safety, Compliance, or Legal on sensitive escalations


• Experience working with or overseeing escalations sourced from outsourced partner teams


• Prior experience mentoring or acting as a point of escalation for other specialists


• Proficiency with AI tools used in a support or escalations environment