Lead and manage a team of analysts responsible for reviewing and managing the data, ensuring quality and compliance.
Handle customer escalations and complex queries with professionalism and timely resolution.
Communicating with global customers on calls
Collaborate closely with cross-functional teams including Technical Support, Product, and Customer Success to improve process efficiency and customer experience.
Analyze transaction trends, performance metrics, and operational challenges to identify areas of improvement.
Prepare and present performance reports, PPT Slides, and insights using Power BI and Excel.
Support strategic initiatives and contribute to developing and implementing SOPs and best practices.
Conduct regular audits of responses and reports to identify trends, gaps, or quality issues. Conduct regular training and coaching sessions for the team to maintain high-quality output.
Ensure SLA adherence and drive continuous improvement in TAT and customer satisfaction scores.
Responsible for generating reports and insights using Salesforce and other internal tools to support operational efficiency and informed decision-making.
Assist the Manager in workforce planning, performance reviews, and goal setting.

Bachelor’s degree in any discipline
5+ years of experience in Customer Support or Customer Success, preferably in a tech or SaaS-based company
4+ years of experience managing or mentoring teams in a fast-paced, customer-facing environment
Proven track record in handling high-impact customer escalations and quality audits
Strong analytical skills with hands-on experience in Excel (pivot tables, VLOOKUP, etc.) and Power BI
Willingness to participate in customer calls, especially during escalations or for clarification on investigation outcomes
Ability to collaborate with global teams and work flexible shifts across time zones
Excellent verbal and written communication skills, including the ability to create and present PowerPoint decks
Basic understanding of SDKs, Web technologies, and APIs
Detail-oriented with a strong problem-solving mindset and ability to perform under pressure
Strong adherence to processes with an analytical approach and attention to detail
Exposure to transaction analysis, fraud detection, or identity verification is a plus

Assistant Manager – Customer Escalations

Key skills