Escalation Fastlane Specialist

Responsibilities

• Serve as the primary point of contact for operations-related escalations raised by Sales and Customer Success teams
• Own the end-to-end resolution process, ensuring timely updates and clear communication to stakeholders
• Handle KYC and Account approval K5-K7 level tickets
• Analyse escalation trends to identify recurring issues and collaborate with cross-functional teams for root cause resolution
• Proactively flag high-risk or sensitive cases to senior leadership
• Maintain understanding of operational processes and policies to ensure compliance
• Improve escalation handling procedures to increase efficiency and customer satisfaction

Requirements

• Bachelor’s degree
• Minimum of 5 years of experience in Operations or Customer Care
• Solid understanding of KYC requirements and internal operational processes
• Excellent communication and interpersonal skills
• Strong collaboration and problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment

About the Company

Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy.