Payoneer

2 weeks ago

Escalation Fastlane Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Oversee Payoneer’s end-to-end customer experience for top clients by owning the escalation resolution lifecycle. Serve as the primary operations point of contact for escalations from Sales and Customer Success, handling KYC/account approval tickets at K5–K7 levels. Analyze escalation trends to drive root-cause fixes with cross-functional teams, ensure timely stakeholder updates, and proactively flag high-risk cases while improving escalation handling procedures.

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Serve as the primary point of contact for operations-related escalations raised by Sales and Customer Success teams.
•Own the end-to-end escalation resolution process, providing timely updates and clear communication across the case lifecycle.
•Handle KYC/account approval tickets at K5–K7 levels.
•Analyze escalation trends, identify recurring issues, and collaborate with cross-functional teams to drive root-cause resolution.
•Proactively flag high-risk or sensitive cases to senior leadership and relevant teams, and continuously improve escalation handling procedures for efficiency and customer satisfaction.

Key Requirements

•Bachelor’s degree.
•Minimum 5 years of experience in Operations or Customer Care, including experience in Payoneer-specific processes.
•Excellent communication and interpersonal skills across functions and levels.
•Strong collaboration skills with the ability to manage multiple priorities in a fast-paced environment.
•Solid understanding of Payoneer’s KYC requirements and internal operational processes.

Experience:5+ years

Education:Bachelor's

Skills:CommunicationInterpersonal skillsCollaborationProblem-solvingAccountability

Languages:English

Company Brief

Payoneer

Provides cross-border payments and financial services platform enabling businesses and professionals to send, receive, and manage international payments, multi-currency accounts, and working capital solutions to support global commerce.

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: New York, United States

Founded: 2005

Website LinkedIn

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Payoneer

2 weeks ago

Escalation Fastlane Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Serve as the primary point of contact for operations-related escalations raised by Sales and Customer Success teams.
•Own the end-to-end escalation resolution process, providing timely updates and clear communication across the case lifecycle.
•Handle KYC/account approval tickets at K5–K7 levels.
•Analyze escalation trends, identify recurring issues, and collaborate with cross-functional teams to drive root-cause resolution.
•Proactively flag high-risk or sensitive cases to senior leadership and relevant teams, and continuously improve escalation handling procedures for efficiency and customer satisfaction.

Key Requirements

•Bachelor’s degree.
•Minimum 5 years of experience in Operations or Customer Care, including experience in Payoneer-specific processes.
•Excellent communication and interpersonal skills across functions and levels.
•Strong collaboration skills with the ability to manage multiple priorities in a fast-paced environment.
•Solid understanding of Payoneer’s KYC requirements and internal operational processes.

Experience:5+ years

Education:Bachelor's

Skills:CommunicationInterpersonal skillsCollaborationProblem-solvingAccountability

Languages:English

Company Brief

Payoneer

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: New York, United States

Founded: 2005

Website LinkedIn