Escalation Fastlane Specialist
Core
Oversees and operates end-to-end customer experience, proactively addressing issues for top clients and managing operations-related escalations.
Role type
Senior Operations Specialist (Customer Escalations)
Builds
Frictionless customer onboarding and operational resolution workflows
Domain
Fintech / Global Payments / Compliance
Required skills
Operations management, Customer success, KYC processes, Stakeholder communication, Root cause analysis, Compliance adherence, Risk mitigation, Process improvement, Cross-functional collaboration, Ticket management
Preferred skills
None stated
Technologies
None stated
Responsibilities
Serve as primary point of contact for operations-related escalations from Sales and Customer Success teams; Own the end-to-end resolution process ensuring timely updates; Handle KYC/Account approval tickets at K5-K7 levels; Analyse escalation trends to identify recurring issues; Proactively flag high-risk or sensitive cases to senior leadership; Maintain understanding of operational processes and policies to ensure compliance.
Seniority
Senior, hands-on IC