Flex group
Escalations Manager, Customer Success San Francisco, California, United States
Flex group, San Francisco, California, United States, 94199
Overview
Flex is a growth-stage, NYC headquartered FinTech company focused on creating the best rent payment experience. We’re changing how rent is paid by enabling users to pay rent throughout the month on a schedule that fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over this recurring expense. About the role 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 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 handle complex customer escalations, support our BPO operations, and work cross-functionally with Engineering, Risk, Finance, and Product teams to resolve issues and optimize escalation workflows. This is a high-impact role in a fast-growing organization requiring a data-driven approach to problem-solving and solutions that enhance the overall customer experience. What you'll do 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. Key Qualifications 5+ years of experience in customer service operations, escalation management, or related roles, 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 data-driven, fact-based insights. Proficiency in Zendesk, Slack, and Google Suite. Experience with Looker, SQL, or Sigma is a plus. Proven ability to influence cross-functional teams and drive alignment across departments. Hands-on leader who thrives in a fast-paced, high-growth environment and can adapt quickly to evolving business needs. This role will be a hybrid opportunity, with 3 days in the office in NYC or SF locations. Compensation Salary is commensurate with experience and internal leveling guidelines. For working locations in NY/NJ/CA, the base salary range is $116,000-$135,000. Life at Flex We value a diverse, curious, determined, empathetic, and self-aware team. Our HQ is in New York City with employees across the US, Australia, Canada, and South America. We are committed to an inclusive culture and an equal opportunity workplace. Benefits for full-time US-based employees Competitive pay 100% company-paid medical, dental, and vision 401(k) + company equity Unlimited paid time off + 13 company holidays Parental leave Flex Cares Program Free Flex subscription Benefits for full-time non-US employees Competitive pay Company equity Unlimited PTO Equal Employment Opportunity Flex is an equal opportunity employer. We do not discriminate on the basis of protected status. We invite applicants to respond to voluntary demographic and disability self-identification questions as part of government reporting requirements; participation is optional. Any information provided is confidential and will not influence hiring decisions.
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Flex is a growth-stage, NYC headquartered FinTech company focused on creating the best rent payment experience. We’re changing how rent is paid by enabling users to pay rent throughout the month on a schedule that fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over this recurring expense. About the role 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 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 handle complex customer escalations, support our BPO operations, and work cross-functionally with Engineering, Risk, Finance, and Product teams to resolve issues and optimize escalation workflows. This is a high-impact role in a fast-growing organization requiring a data-driven approach to problem-solving and solutions that enhance the overall customer experience. What you'll do 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. Key Qualifications 5+ years of experience in customer service operations, escalation management, or related roles, 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 data-driven, fact-based insights. Proficiency in Zendesk, Slack, and Google Suite. Experience with Looker, SQL, or Sigma is a plus. Proven ability to influence cross-functional teams and drive alignment across departments. Hands-on leader who thrives in a fast-paced, high-growth environment and can adapt quickly to evolving business needs. This role will be a hybrid opportunity, with 3 days in the office in NYC or SF locations. Compensation Salary is commensurate with experience and internal leveling guidelines. For working locations in NY/NJ/CA, the base salary range is $116,000-$135,000. Life at Flex We value a diverse, curious, determined, empathetic, and self-aware team. Our HQ is in New York City with employees across the US, Australia, Canada, and South America. We are committed to an inclusive culture and an equal opportunity workplace. Benefits for full-time US-based employees Competitive pay 100% company-paid medical, dental, and vision 401(k) + company equity Unlimited paid time off + 13 company holidays Parental leave Flex Cares Program Free Flex subscription Benefits for full-time non-US employees Competitive pay Company equity Unlimited PTO Equal Employment Opportunity Flex is an equal opportunity employer. We do not discriminate on the basis of protected status. We invite applicants to respond to voluntary demographic and disability self-identification questions as part of government reporting requirements; participation is optional. Any information provided is confidential and will not influence hiring decisions.
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