Escalation Fastlane Specialist

Overview

Escalation Fastlane Specialist overseeing Payoneer's end-to-end customer experience and proactively addressing issues for top clients, working to resolve internal friction and enable faster customer onboarding while keeping Payoneer compliant with industry practices.

What you'll 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, ensuring timely updates and clear communication to stakeholders throughout the case lifecycle.
• Handle KYC/Account approval K5-K7 level tickets.
• Analyse escalation trends to identify recurring issues and collaborate with cross-functional teams to drive root cause resolution.
• Proactively flag high-risk or sensitive cases to senior leadership and relevant teams, ensuring swift mitigation.
• Maintain a strong understanding of operational processes and policies to ensure escalations are handled in line with compliance and service standards.
• Continuously seek opportunities to improve escalation handling procedures, with a focus on efficiency and customer satisfaction.

What you'll need

• Bachelor's degree.
• Minimum of 5 years of experience in Operations or Customer Care and year in PY-specific processes.
• Excellent communication and interpersonal skills, with the ability to engage effectively across functions and levels.
• Strong collaboration skills with the ability to manage multiple priorities in a fast-paced environment.
• 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 with a focus on delivering effective solutions.
• Self-driven, results-oriented, and takes full ownership to drive resolutions proactively.

Details

• Location: Bangalore, India.
• Work mode: On-site.
• Employment type: Full-time.