Job Description
📋 Description Own the most complex customer escalations via email beyond Tier 1/2. Audit ticket quality and document resolution paths to improve processes. Conduct root-cause analysis to reduce future escalation volume. Collaborate with Operations to share escalation trends and align on improvements. Support training by serving as SME for Tier 1/2 and reducing escalations. 🎯 Requirements 2-5 years of experience in customer support with escalations or Tier 2/3. Strong written communication; case notes and responses are clear and defensible. High ownership: you follow cases through to resolution. Able to work within a structured ops team without heavy direction. Nice to have: background in consumer fintech, neobank, or credit-adjacent startup. Nice to have: experience with Zendesk or similar ticketing platforms. 🎁 Benefits Equal opportunity employer. Scale fintech startup with impact on millions of customers. Collaborative, high-ownership culture with meaningful work. Clear ownership and real customer impact.
