Related skills
fintech macros cross-functional sop knowledge base📋 Description
- Own Tier 3 escalations with complex financial/regulatory implications.
- Build SOPs, macros, and training to reduce escalations.
- Collaborate with Engineering, Product, Fraud, and Compliance to resolve issues.
- Document resolution paths and update the knowledge base.
- Identify patterns in escalations and CSAT data; surface insights.
- Publish Help Center content to reduce inbound volume.
🎯 Requirements
- 4+ years in customer support, with substantial lead-level experience.
- Proven to reduce escalations by identifying patterns and implementing fixes (SOPs/macros).
- Experience enabling other tiers via documentation or training; includes BPO environments.
- Strong cross-functional instincts with Engineering, Compliance, or Legal.
- Strong written communication; document resolution paths clearly.
- Fintech, payments, or financial services background is a meaningful plus.
🎁 Benefits
- Meaningful startup equity
- 100% health, vision & dental coverage
- 75% health, vision & dental dependent coverage
- Catered lunches
- $250/month commuter benefit
- Parental leave
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