Customer Success Escalations Manager

Flex is a growth-stage FinTech company headquartered in NYC, focused on enhancing the rent payment experience. They are seeking a Customer Success Escalations Manager to lead their internal escalation team, ensuring exceptional customer support and driving process improvements for better scalability and efficiency.

Responsibilities:

• Lead and develop a team of Senior Customer Success Associates, ensuring high performance and strong collaboration across internal and external teams
• Refine escalation workflows for sensitive customer issues, including refund approvals, compliance approvals, and technical issues requiring Engineering or Risk team intervention
• Support BPO operations teams by acting as an escalation point for complex cases and providing guidance on resolution strategies
• Analyze escalation trends and work cross-functionally to identify root causes, driving process improvements that reduce escalation volume and improve resolution efficiency
• Responsible for meeting or exceeding key performance metrics such as resolution time, CSAT for escalated cases, and overall escalation rate improvements
• Collaborate with internal teams (Engineering, Risk, Compliance, Finance, Product) to ensure escalation policies align with broader company objectives
• Provide real-time operational oversight during peak periods, ensuring that additional team members are efficiently deployed and that escalations are handled promptly
• Leverage data and reporting tools (Zendesk, Slack, Google Suite, and optionally Looker, SQL, Sigma) to track performance and provide insights for continuous improvement

Requirements:

• 5+ years of experience in customer service operations, escalation management, or a related role, with at least 2+ years in a leadership capacity
• Experience working with third-party vendors and BPO operations
• Strong understanding of customer service escalation workflows and best practices for handling sensitive or high-impact cases
• Exceptional problem-solving and analytical skills, with a passion for 'seeking the truth' in data to drive actionable insights
• Proficiency in Zendesk, Slack, and Google Suite
• A proven ability to influence cross-functional teams and drive alignment across departments
• A hands-on leader who thrives in a fast-paced, high-growth environment and can adapt quickly to evolving business needs
• Background in fintech, payments, or financial services is highly preferred
• Experience with Looker, SQL, or Sigma is a plus