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slack looker sql zendesk google suite📋 Description
- Lead and develop a team of Senior CS Associates.
- Refine escalation workflows for sensitive issues (refunds, compliance).
- Support BPO ops as escalation point for complex cases.
- Analyze escalation trends and drive root-cause improvements.
- Meet/exceed KPIs such as resolution time and CSAT on escalations.
- Collaborate with Engineering, Risk, Compliance, Finance, Product on policies.
🎯 Requirements
- 5+ years in customer service operations or escalation mgmt; 2+ in leadership.
- Fintech/payments/financial services background preferred.
- Experience with third-party vendors and BPO operations.
- Strong escalation workflows expertise for high-impact cases.
- Excellent problem-solving and data-driven decision making.
- Proficiency in Zendesk, Slack, and Google Suite; Looker/SQL/Sigma a plus.
🎁 Benefits
- Competitive medical, dental, vision from Day 1.
- Company equity.
- 401(k) plan with company match.
- Unlimited PTO + 13 company holidays.
- Parental leave.
- Flex Cares Program.
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