Related skills
slack looker sql zendesk google suite📋 Description
- Lead and develop a team of Senior CSAs.
- Refine escalation workflows for sensitive issues.
- Support BPO ops as escalation point for complex cases.
- Analyze escalation trends to drive improvements.
- Meet/exceed KPIs: resolution time, CSAT, escalation rate.
- Collaborate with Eng, Risk, Compliance, Finance, Product; track performance with data tools.
🎯 Requirements
- 5+ years in customer service ops with 2+ years in leadership.
- Background in fintech/payments/finance preferred.
- Experience with third-party vendors and BPO ops.
- Strong understanding of escalation workflows for sensitive/high-impact cases.
- Problem-solving and analytical skills; data-driven insights.
- Zendesk, Slack, Google Suite; Looker/SQL/Sigma a plus.
- Ability to influence cross-functional teams and drive alignment.
- Hands-on leader in a fast-paced, high-growth environment.
🎁 Benefits
- Competitive medical, dental, and vision from Day 1
- Company equity
- 401(k) with company match
- Unlimited PTO + 13 holidays
- Parental leave
- Free Flex subscription
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