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Customer Success Escalations Manager

New York, New York, United States

Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience. It’s hard to believe that it’s 2025 and paying rent on time is expensive, inflexible, and difficult. We’re here to change that! Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing. Will you be a part of the team?

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 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.

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 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.

The compensation range for this role will be commensurate with the candidate's experience and Flex's internal leveling guidelines and benchmarks.

  • For working locations such as NY / NJ / CA, the base salary pay range will be $115,000-$130,000
  • For all other locations/states, the base salary pay range will be $100,000-$115,000

 

Life at Flex:

We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.

We offer many employee benefits. For full time, U.S. based employees we offer:

  • Competitive pay
  • 100% company-paid medical, dental, and vision
  • 401(k) + company equity
  • Unlimited paid time off with a PTO minimum + 13 company paid holidays
  • Parental leave 
  • Flex Cares Program: Non-profit company match + pet adoption coverage
  • Free Flex subscription

 For full time non-US employees, we offer

  • Competitive Pay
  • Company Equity
  • Unlimited PTO

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