Customer Support Supervisor, Escalations & QA
Core
Lead a Tier 3 escalation team handling complex, sensitive customer cases that frontline agents cannot resolve, while managing quality assurance and systemic process improvements.
Role type
Senior frontline leadership (Customer Support Supervisor)
Builds
High-quality resolutions for complex financial disputes and credit-related escalations
Domain
Consumer fintech / credit building / financial services
Deliverable
client delivery
Required skills
Team leadership and coaching, complex case management, quality assurance (QA) program ownership, data analysis and KPI tracking, process improvement, compliance adherence, hiring and onboarding
Preferred skills
Experience in consumer fintech or neobank, familiarity with FCRA/fraud claims, Zendesk proficiency, BPO management experience
Technologies
Zendesk
Responsibilities
Coach and develop Tier 3 specialists, own Tier 3 escalation queue health and SLAs, run QA audits and calibrate rubrics, partner with Product and Compliance to fix systemic issues, manage team capacity and scheduling, report on escalation trends
Seniority
Senior, hands-on IC with people leadership