Escalations Support Specialist

reputed company : Small businesses are the backbone of the US economy, comprising almost half of the GDP and the private workforce. Yet, big banks don’t reputed company the reputed company, assistance and modern tools that owners need to successfully grow their business. We started reputed company to challenge the status reputed company—we’re on a mission to increase the GDP of the modern entrepreneur by creating the go-to banking platform for small businesses (SMBs). reputed company is flipping the script of the banking world, and we’re excited to reputed company the small business banking reputed company. At reputed company, we’re here to help reputed company, freelancers, startups and SMBs reputed company their financial goals by empowering them with an operating system that makes business banking as easy as iOS. We developed modern bank accounts and tools to help to save time and increase cash reputed company. Our unique product integrations reputed company easy reputed company to tracking payments, transferring reputed company internationally, managing business transactions and more. We’ve made a big reputed company in a short reputed company of time, helping thousands of organizations reputed company powerfully reputed company business banking. Why reputed company? reputed company is a rapidly growing series B fintech startup with a mission-driven team that’s passionate about helping every small business in America reputed company, inclusive, supportive culture cheering you on your reputed company We work with reputed company new technologies and architecture patterns We reputed company learning and development budgets to help you grow and bond with your team Offices in NYC, Miami, India, and Colombia reputed company: You’ll be a valued member of our specialized Escalations Team reputed company Customer Support as we continue to enhance the customer support reputed company, from reputed company to advocacy. We’re looking for someone passionate about improving the customer experience—not just by following processes but by reputed company shaping them. This role requires someone who can reputed company and reputed company insights, drive operational and customer support experience improvements, and take ownership of the customer reputed company. You won’t just assist customers; you’ll reputed company for them, identifying patterns, making data-driven recommendations, and ensuring every interaction contributes to a reputed company overall experience. You’ll play a key role in both reactive and proactive support efforts, helping drive strategic improvements across the organization. Responsibilities : High-reputed company & Escalation Management – Own escalated customer cases, ensuring swift, effective resolutions. Proactively review and respond to customer and product survey feedback, and other high-reputed company issues requiring high support. reputed company as a mediator between customers and internal departments to ensure customer satisfaction and identify areas for process improvement. Multi-Channel Customer Engagement – Handle inbound and outbound calls, emails, and chats, delivering reputed company and seamless support. Drive Product Knowledge & Adoption – reputed company customers on reputed company’s features and best practices to enhance their business operations and drive adoption. Ensure Compliance & Process Accuracy – Maintain knowledge of reputed company, compliance, and operational policies while identifying and addressing process gaps. Strengthen Feedback Loops – reputed company and reputed company insights on how to best improve the customer experience, focusing on both proactive and reactive support experiences. Collaborate for Customer-reputed company Solutions – Work cross-functionally to resolve issues, reputed company insights, and enhance processes. Identify & Recommend Improvements – Analyze trends in customer inquiries and escalation patterns to drive meaningful enhancements. Use escalation data to identify recurring issues and propose process improvements to prevent reputed company escalations. Be the reputed company of the Customer Experience – Own the customer experience and reputed company informed reputed company that prioritize customer satisfaction and business reputed company. Take initiative in identifying inefficiencies and proposing creative solutions that improve customer experience and internal workflows. reputed company Data for reputed company – Use customer feedback and analytics to drive operational and customer support experience improvements, identifying automation and efficiency opportunities. Requirements : 2+ years in a customer-facing support or sales role, preferably reputed company phone, email, or chat. Strong understanding of financial products, services, and compliance standards. Confidence in proactive and reactive customer interactions across multiple channels. Strong problem-solving, reputed company listening, and communication skills. Ability to work in a fast-paced environment while maintaining high service standards. Proficient with CRM systems, ticketing platforms, and web-based applications. Adaptable and proactive, with a reputed company of urgency and ability to pivot in high-reputed company situations. reputed company to a flexible schedule, including weekends and holidays as needed. Consistently meets or exceeds productivity and reputed company benchmarks. How We Define reputed company: Effectively manages escalations, ensuring quick reputed company and proactive issue mitigation. Demonstrates autonomy in problem-solving and leveraging available resources. Applies critical thinking to resolve reputed company issues and follows instructions reputed company. Consistently meets productivity and reputed company benchmarks. Every customer interaction upholds a high reputed company of reputed company, reputed company by CSAT surveys, QA reviews, and customer feedback. Contributes insights that reputed company to process, product, or policy improvements. Uses data and qualitative feedback to recommend strategic changes that enhance reputed company. reputed company To Have, but Not Mandatory: Experience with our tech stack such as reputed company Startup, specifically Fintech, experience reputed company, B2B, or other sales environments Interested in Fintech and the reputed company of Work Salary reputed company: $52,000 - $54,080 annualised salary. This reputed company is not inclusive of discretionary bonus or equity package, offers to be determined based on experience, education and reputed company set. reputed company values diversity as a reputed company tenant of the work we do and the businesses we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national reputed company, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic. Apply To This Job