Support Escalations Manager

You will own complex and sensitive client escalations from intake through resolution, providing clear action plans, regular updates, and timely closure. You will coordinate incident response, document impacts, drive containment and remediation, and lead root-cause reviews. You will improve operational risk frameworks, controls, reporting, workflows, playbooks, and policies. You will work across client services, product, compliance, security, risk governance, and business stakeholders to deliver client-centered outcomes. You will communicate confidently with high-value or at-risk clients and senior stakeholders, use KPIs and KRIs to identify trends, and assess emerging risks involving vendors, partners, and changing processes.

Responsibilities

• Own complex and sensitive client escalations from intake through resolution
• Coordinate incident and operational risk-event response
• Lead root cause analysis and track corrective and preventive actions
• Strengthen operational risk frameworks, controls, self-assessments, and issue-management practices
• Coordinate cross-functional resolution with relevant stakeholders
• Communicate with high-value or at-risk clients and senior stakeholders
• Maintain escalation and risk-event reporting and define KPIs and KRIs
• Develop and refine procedures, workflows, playbooks, policies, and tools
• Identify emerging operational risks involving vendors, partners, and changing business processes

Requirements

• 7+ years of progressive experience in client support operations, incident management, risk operations, compliance, internal controls, or a related function
• At least 2 years of people leadership or formal program leadership
• Experience in financial services, fintech, digital assets, banking, insurance, or another highly regulated environment
• Knowledge of operational risk, issue management, internal controls, root cause analysis, control testing, and risk and control self-assessments
• Strong executive communication and influencing skills
• Ability to interpret qualitative and quantitative data, assess risk, prioritize demands, and turn findings into action
• Experience with ticketing, case-management, or workflow platforms such as Zendesk, HubSpot, Salesforce, ServiceNow, or Jira
• Bachelor's degree or equivalent relevant experience
• Comfort with AI, Google Workspace, and Microsoft Office
• Residence in the United States

Benefits

• Company-paid medical, dental, and vision coverage
• 401k with employer match
• Employee stock options
• Unlimited PTO
• Remote work flexibility