Senior Escalations Specialist, Current

• 5+ years of experience in escalations, senior support, member or customer experience, or a related support role, ideally in fintech, banking, or another regulated or high-trust industry
• Proven ability to operate in ambiguity, working cases without a defined playbook and building a sound resolution path from incomplete information
• Resourceful and quick to learn new systems, frameworks, and processes, with the drive to build solutions rather than wait for them
• Strong root cause analysis skills, with the ability to look past the symptom a member reports and identify what actually went wrong
• Able to apply complex regulatory requirements in a technically competent manner, and to analyze, summarize, and communicate findings drawn from facts
• Excellent written and verbal communication skills, with the judgment to adapt tone across member-facing resolution and internal escalation to senior stakeholders
• Proven ability to manage a high-stakes queue against SLAs without sacrificing quality

Desirable

• We are looking for a Senior Escalations Specialist to join our MX Operations team in New York
• In this role, you will work the most complex escalations that reach Current
• These are the hardest, least defined problems in the member experience, and you will be accountable for getting them resolved
• You will work escalated cases across our support channels, handling the issues that require deeper investigation and more experience to resolve
• You will troubleshoot complex problems, partner with Product and Engineering to report and resolve underlying bugs, and provide guidance to other team members on difficult cases
• When a case reaches you, there is rarely a playbook waiting
• You will investigate root causes, identify what actually went wrong, and drive resolution within SLA
• Just as importantly, you will close the loop
• Every escalation you resolve is a signal about where guidance, product, or process fell short, and you will make sure that intelligence reaches the teams who can fix it
• This role is ideal for someone who is energized by ambiguity, who has a passion for solving puzzles and identifying root causes, and who builds their own path to an answer when none exists
• Own and resolve escalations that reach Current within defined SLAs, including complex cases spanning account access, transactions, disputes, and fraud
• Serve as a senior resource on cases that could not be resolved earlier in the process, analyzing root causes and identifying the missing context behind each escalation
• Exercise sound judgment on sensitive or ambiguous cases where standard playbooks do not apply, and build a defensible path to resolution where none exists
• Collaborate with business units to identify issues, surface trends, and drive resolution of the underlying problems generating escalations
• Provide guidance to other team members on complex cases, including high-stakes interactions with members who are frustrated or facing significant issues
• Identify, document, and report bugs surfaced through escalations, and collaborate with business unit partners to prioritize and drive them to resolution
• Feed every resolved escalation back into knowledge articles, guidance, and routing so the same issue does not escalate again
• Collaborate with Product leadership to identify member sentiment, build a deeper understanding of the member experience, and advocate for member needs in product decisions
• Identify trends across escalation volume and report them to MX Operations and business unit leadership so issues are caught before they scale
• Contribute to how the escalation model itself works, surfacing process gaps and proposing improvements as the support model matures