Customer Experience Escalations Specialist

📋 Description

• Resolve customer escalations across support channels
• Investigate and resolve complex customer issues, including leadership/regulatory escalations
• Partner with Compliance, Legal, and leadership to provide case summaries and risk assessments
• Conduct root cause analysis to identify drivers of poor experiences
• De-escalate sensitive cases with professionalism and empathy
• Handle high-visibility cases from social media, ensuring timely, thoughtful resolutions

🎯 Requirements

• FINRA Series 7 and 63 licenses required
• 3+ years of customer support or service experience in financial services
• FINRA Series 24 (or 9/10) required or obtained within 120 days
• Strong analytical and investigative skills to resolve complex issues
• Experience managing highly escalated or sensitive customer situations
• Strong ownership, judgment, and adaptability to changing priorities

🎁 Benefits

• Challenging, high-impact work to grow your career.
• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits.
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
• Exceptional office experience with catered meals, events, and comfortable workspaces.