Senior Customer Escalation Manager, Onfido

• At least 5 years of experience in a customer support, project management or escalation management role
• Strong project management skills to handle escalations as mini-projects
• Excellent interpersonal, communication, and collaboration skills, including ability to influence stakeholders at all levels of the organisation
• Comfortable with technical topics, for example, having an understanding how APIs, SDKs, and web applications work
• Strong problem-solving and analytical skills, with the ability to think critically and creatively
• Diligence, patience and friendliness under pressure and ability to manage multiple priorities in a fast-paced environment
• Strong organisational and planning skills, with a focus on attention to detail and accuracy
• Empathy, and the desire to help others
• Fluent spoken and written English

Desirable

• As a part of the Customer Escalations team you will manage Mission Critical Customer Escalations as an individual contributor to ensure customer satisfaction
• Our Senior Customer Escalation Managers identify recurrent issues and trends, partner with cross-functional teams and coordinate their efforts to deliver timely resolution and mitigate business-impacting problems
• They are comfortable talking about technical matters with business people and business matters with technical people, and have a deep understanding of Onfido products and services
• Lead and manage customer escalations as projects, overseeing their planning, execution, and ensuring the delivery of high-quality outcomes that meet customer needs
• Coordinate and communicate with stakeholders at all levels to ensure alignment on project objectives and progress
• Keep Executive Management abreast of critical customer issues through regular executive communications
• Analyse escalations to identify root causes, conduct internal post mortems and help implement solutions in a proactive effort to mitigate potential customer issues
• Having developed a deep understanding of the Onfido product suite and how it’s used by our customers, you will work with Product Managers in defining the product roadmap, by surfacing customer feedback and learnings from past requests
• You will help enhance escalation management processes and maintain accurate documentation
• This is truly a cross-functional role, requiring you to work effectively with customers, Customer Success team, Customer Support team, Product, Engineering, and Sales