Escalation Fastlane Specialist

Payoneer
Bengaluru
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Communication","Interpersonal skills","Collaboration","Problem-solving","Accountability"]

Oversee and operate the end-to-end customer experience for top clients by owning escalation cases from intake through resolution. Serve as the primary contact for operations-related escalations from Sales and Customer Success, handle KYC/account approval tickets, communicate clearly with stakeholders, and identify recurring escalation trends. Proactively surface high-risk cases, ensure compliance with operational policies, and continuously improve escalation handling to boost efficiency and customer satisfaction.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Payoneer
Payoneer
1 day ago

Escalation Fastlane Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Oversee and operate the end-to-end customer experience for top clients by owning escalation cases from intake through resolution. Serve as the primary contact for operations-related escalations from Sales and Customer Success, handle KYC/account approval tickets, communicate clearly with stakeholders, and identify recurring escalation trends. Proactively surface high-risk cases, ensure compliance with operational policies, and continuously improve escalation handling to boost efficiency and customer satisfaction.
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 end-to-end resolution for escalation cases, providing timely updates and clear stakeholder communication.
  • •Handle KYC/account approval tickets at K5–K7 level.
  • •Analyze escalation trends to identify recurring issues and collaborate cross-functionally on root-cause resolution.
  • •Proactively flag high-risk/sensitive cases 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
  • •Excellent communication and interpersonal skills across functions and levels
  • •Strong collaboration skills and ability to manage multiple priorities in a fast-paced environment
  • •Solid understanding of Payoneer’s KYC requirements and internal operational processes
Experience:5+ yearsCustomer careOperations
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
WebsiteLinkedIn