Escalation Manager, US

About the Team

At Aspire, we are committed to empowering our customers throughout their journey with us. Our Operations Team ensures customers can operate seamlessly on our platform, and guarantee the best customer experience possible.

About the Role

You are responsible for ensuring the effective resolution of escalations and maintaining high levels of client satisfaction.

Key responsibilities covering:

• Incident Management:

  • Oversee and manage the escalation process, ensuring timely and effective resolution of complex issues.
  • Handle high-priority escalations with a focus on achieving positive outcomes for clients.

• Stakeholder Engagement:

  • Build and maintain strong relationships with internal and external stakeholders.
  • Influence and collaborate with stakeholders to drive resolution of escalations and implement improvements.

• Payment Process Expertise:

  • Utilize in-depth knowledge of payment processes to identify, analyze, and resolve issues.
  • Continuously monitor and evaluate payment systems to ensure optimal performance and compliance.

• Client Service Excellence:

  • Deliver exceptional client service by understanding client needs and ensuring their concerns are addressed promptly and effectively.
  • Act as the primary point of contact for clients during escalations, providing clear and consistent communication.

• Insight Gathering and Reporting:

  • Gather and analyze data to identify trends, root causes, and areas for improvement.
  • Provide regular reports and insights to senior management, offering recommendations for process enhancements.

• Team Leadership

  • Lead and mentor a team of escalation specialists, fostering a culture of excellence and continuous improvement.
  • Ensure the team is well-trained and equipped to handle escalations efficiently.

Minimum Qualifications

• Bachelor's degree in Business, Finance, or a related field.
• Proven experience in managing escalations within the fintech or payment industry.
• Strong understanding of payment processes and systems.
• Excellent client service skills with a client-centric approach.
• Demonstrated ability to influence and collaborate with stakeholders at all levels.
• Exceptional analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic environment

Preferred Qualifications

• Familiarity with the US market and regulatory environment.
• Proficiency in data analysis tools and reporting.

The annual US base salary range for this role is $80,000 - $130,000. This salary range may cover a number of levels at Aspire and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, performance in the interview process and final location.