Escalation Fastlane Specialist

The role

This role oversees and operates the end-to-end customer experience and proactively addresses issues for top clients. The person will serve as the primary point of contact for operations-related escalations and handle KYC/Account approval K5-K7 level tickets.

What you will do

• Serve as the primary point of contact for operations-related escalations raised by Sales and Customer Success teams.
• Own the end-to-end resolution process.
• Handle KYC /Account approval K5-K7 level tickets.
• Analyse escalation trends to identify recurring issues.
• Collaborate with cross-functional teams to drive root cause resolution.
• Proactively flag high-risk or sensitive cases to senior leadership and relevant teams.
• Maintain a strong understanding of operational processes and policies.
• Continuously seek opportunities to improve escalation handling procedures.

Required qualifications

• Bachelor’s degree
• Minimum of 5 years of experience in Operations or Customer Care & year in PY-specific processes.
• Excellent communication and interpersonal skills.
• Strong collaboration skills.
• Proactive problem-solver with keen attention to detail and a strong sense of accountability.
• Solid understanding of Payoneer’s KYC requirements and internal operational processes.
• Customer-centric mindset.

About the company

Payoneer is a global financial platform that removes friction from doing business across borders. It has over 2,500 colleagues working in over 190 countries and territories.