Customer Support Escalations Specialist

What you'll do

• Investigate and resolve complex customer escalations via email, following complaint management policies and regulatory frameworks.
• Audit Tier 1 and Tier 2 tickets, identify recurring issues, and recommend process improvements.
• Maintain documentation and escalation decision paths, and support agent training as a subject matter expert.

What they ask for

• 2–5 years of customer support experience, including meaningful time in escalations, complex case management, or a Tier 2/3 role.
• Strong written communication for clear, accurate, defensible case notes and customer responses.
• High ownership and ability to follow cases through to resolution.
• Ability to work within a structured operations team without heavy direction.

Nice to have

• Background in consumer fintech, a neobank, or a credit-adjacent startup; familiarity with compliance-adjacent issues such as consumer disputes, FCRA, fraud claims, or regulatory complaints.
• Experience contributing to QA programs, SOPs, or internal documentation; experience with Zendesk or similar ticketing platforms.

Pay

$60,000 — $80,000 USD base salary

Tools

Zendesk