Senior Escalations Strategist

current81; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

Current is seeking a Senior Escalations Specialist for the MX Operations team in New York. You will handle highly complex escalations across support channels, investigate root causes, and drive resolution within SLA. You will collaborate with Product and Engineering to report bugs and guide teammates on difficult cases.

The role rewards problem solving in a fast-moving fintech environment. You will close the loop by updating knowledge articles and coordinating with Trust & Safety, Compliance, or

Qualifications

• 5+ years in escalations or senior support
• Proven ability to operate in ambiguity
• Strong root-cause analysis to identify underlying issues
• Excellent written and verbal communication
• Ability to manage high-stakes SLAs
• Experience with fintech or regulated industry is a plus

Responsibilities

• Own and resolve escalations across support channels within defined SLAs
• Analyze root causes and identify missing context behind each escalation
• Collaborate with Product and Engineering to report bugs and guide teammates
• Provide guidance to team members on complex cases
• Identify trends and surface issues to drive resolution
• Document and report bugs and feed insights back into knowledge articles
• Partner with Product leadership to advocate for member needs in product decisions
• Highlight escalation patterns to leadership to catch issues early
• Contribute to improving the escalation model and processes

Skills

Escalations experience

Root cause analysis

Communication skills

Ambiguity handling

Tools

Zendesk

Salesforce Service Cloud

Job description

Current is seeking a Senior Escalations Specialist for the MX Operations team in New York. You will handle highly complex escalations across support channels, investigate root causes, and drive resolution within SLA. You will collaborate with Product and Engineering to report bugs and guide teammates on difficult cases.

The role rewards problem solving in a fast-moving fintech environment. You will close the loop by updating knowledge articles and coordinating with Trust & Safety, Compliance, or