Escalations Agent
Core
Own complex merchant issues, internal escalations, and formal complaints for a financial platform serving local businesses across Europe.
Role type
Senior Operations Specialist (Escalations & Product Ops)
Builds
Financial tools and platforms for local businesses (cafés, restaurants, shops)
Domain
Fintech / Financial Services / European Local Business
Required skills
Complex case investigation, technical log analysis, cross-functional stakeholder management, root cause analysis, workflow automation, regulatory compliance awareness, analytical reporting, multi-country operations
Preferred skills
FCA-regulated complaints handling, data visualization (Looker, Tableau, SQL), workflow automation tools (Workato, Jira), product opportunity translation
Technologies
Ticketing systems, technical logs, Looker, Tableau, SQL, Sheets, Workato, Jira
Responsibilities
Investigate and resolve escalated merchant issues and complaints end-to-end; analyze tickets to identify recurring patterns and root causes; produce analytical reports and translate findings into product opportunities; document and improve workflows and automations; manage escalations to Product, Engineering, and Compliance teams; communicate outcomes to merchants and internal stakeholders.
Seniority
Senior, hands-on IC with strategic impact
