Escalations Manager, Flex
Customer Success
$116-135k
+ Equity
3+ days a week in office
Flexible rent payment application
Be an early applicant
Flexible rent payment application
501-1000 employees
Be an early applicant
$116-135k
+ Equity
3+ days a week in office
501-1000 employees
Company mission
Flex's mission is to empower as many renters as possible with flexibility over their most significant recurring expense.
Role
Who you are
- 5+ years of experience in customer service operations, escalation management, or a related role, with at least 2+ years in a leadership capacity
- Background in fintech, payments, or financial services is highly preferred
- Experience working with third-party vendors and BPO operations
- Strong understanding of customer service escalation workflows and best practices for handling sensitive or high-impact cases
- Exceptional problem-solving and analytical skills, with a passion for "seeking the truth" in data to drive actionable insights
- Proficiency in Zendesk, Slack, and Google Suite. Experience with Looker, SQL, or Sigma is a plus
- A proven ability to influence cross-functional teams and drive alignment across departments
- A hands-on leader who thrives in a fast-paced, high-growth environment and can adapt quickly to evolving business needs
What the job involves
- We are seeking an experienced Customer Success Escalations Manager to lead our internal escalation team
- This role is crucial in ensuring that our customers receive exceptional support while also driving process improvements to enhance scalability and efficiency
- In this position, you will directly oversee a team of Senior Customer Success Associates (CSAs), and coordinate additional escalation staff during high-volume periods at the beginning of each month
- Your team will be responsible for handling complex customer escalations, supporting our BPO operations, and working cross-functionally with Engineering, Risk, Finance, and Product teams to resolve issues and optimize our escalation workflows
- This is a high-impact role in a fast-growing organization, where you’ll be expected to take a data-driven approach to problem-solving and deliver solutions that enhance the overall customer experience
- Lead and develop a team of Senior Customer Success Associates, ensuring high performance and strong collaboration across internal and external teams
- Refine escalation workflows for sensitive customer issues, including refund approvals, compliance approvals, and technical issues requiring Engineering or Risk team intervention
- Support BPO operations teams by acting as an escalation point for complex cases and providing guidance on resolution strategies
- Analyze escalation trends and work cross-functionally to identify root causes, driving process improvements that reduce escalation volume and improve resolution efficiency
- Responsible for meeting or exceeding key performance metrics such as resolution time, CSAT for escalated cases, and overall escalation rate improvements
- Collaborate with internal teams (Engineering, Risk, Compliance, Finance, Product) to ensure escalation policies align with broader company objectives
- Provide real-time operational oversight during peak periods, ensuring that additional team members are efficiently deployed and that escalations are handled promptly
- Leverage data and reporting tools (Zendesk, Slack, Google Suite, and optionally Looker, SQL, Sigma) to track performance and provide insights for continuous improvement
Our take
Many people struggle to pay their rent every month, with a variety of bills hitting their bank accounts simultaneously. Whilst many of these people earn enough money to cover their bills, the inflexible nature of monthly bills can make the all-in-one payment a harder obstacle.
Flex provides a mobile application for the flexible payment of rent, allowing users to pay their landlords through flexible payment plans, reschedule payments when necessary, and protect their funds through Overdraft Protection. The company achieves this by partnering with estate agents and paying their resident's bills upfront, taking on the challenges that landlords would normally have due to late payments.
Flex has experienced extremely rapid growth since its founding which has caused some issues, as it struggled to keep up with the surge in new customers. Having made improvements to its product and scaled its customer service team, it is set to continue providing a service that has come to be highly valued by both tenants and landlords.
Freddie
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Feb 2022
$160m
SERIES C
Apr 2021
$46.6m
SERIES B
Total funding: $225.1m
Company benefits
- 100% company-paid medical, dental, and vision
- 401(k) + company stock options
- Unlimited paid time off + company paid holidays
- Parental leave + IVF and adoption support
- Flex Cares Program: Non-profit company match + pet adoption coverage
- Pet Insurance
- Free Flex subscription
Company HQ
Midtown Manhattan, New York, NY
Leadership
Shragie Lichtenstein
(CEO)Experience working in venture capital investments for Point72 and TVC. Also co-founded Boundless Reality.
YeTong Shao
(CPO)Experience as Data Science Researcher. Also co-founded Boundless Reality.
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