Support Escalations Manager
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Job Description
Support Escalations Manager leading complex client escalations at Unchained, a bitcoin financial services company. Enhancing operational risk management and cross-functional collaboration.
Responsibilities:
- Own complex escalations. Lead high-impact and sensitive client escalations from intake through resolution, with clear action plans, regular updates, and timely closure.
- Lead incident and risk-event response. Coordinate ownership, decision-making, impact documentation, containment, and remediation for significant operational incidents.
- Drive root cause analysis. Lead structured reviews across people, process, technology, and third parties; track corrective and preventive actions and validate their effectiveness.
- Strengthen risk and controls. Support the design, documentation, and continuous improvement of operational risk frameworks, controls, self-assessments, and issue-management practices.
- Coordinate cross-functional resolution. Bring together Risk Governance, Client Services, Product, Compliance, Security, and other stakeholders to deliver cohesive, client-centered outcomes.
- Communicate with confidence. Provide calm, credible communication to high-value or at-risk clients and senior stakeholders while balancing transparency, advocacy, compliance, and sound judgment.
- Use data to improve outcomes. Maintain escalation and risk-event reporting, define useful KPIs and KRIs, identify trends, and translate findings into clear recommendations.
- Build better processes. Develop and refine procedures, workflows, playbooks, policies, and tools to improve response quality, clarify ownership, reduce recurrence, and shorten resolution timelines.
- Assess emerging risk. Identify operational risks tied to vendors, partners, and changing business processes and partner with stakeholders on practical mitigation strategies.
Requirements:
- 7+ years of progressive experience in client support operations, incident management, risk operations, compliance, internal controls, or a related function, including at least 2 years of people leadership or formal program leadership.
- You have succeeded in financial services, fintech, digital assets, banking, insurance, or another highly regulated environment.
- Proven escalation leadership. You can manage high-stakes client issues, operational incidents, and cross-functional remediation calmly and effectively under pressure.
- Risk and controls knowledge. You understand operational risk, issue management, internal controls, root cause analysis, control testing, and risk and control self-assessments.
- Influential communicator. You demonstrate strong judgment, accountability, and executive communication skills and can influence without relying solely on formal authority.
- Analytical problem solver. You can interpret qualitative and quantitative data, identify patterns, assess risk, prioritize competing demands, and turn findings into practical action.
- Systems fluency. You have experience with ticketing, case-management, or workflow platforms such as Zendesk, HubSpot, Salesforce, ServiceNow, Jira, or comparable tools.
- You hold a bachelor's degree or have equivalent relevant experience.
- You hold a relevant certification in risk, compliance, audit, fraud, or project management. (Even Better)
- You have experience working in the Bitcoin or digital asset industry.
Benefits:
- Company paid medical, dental, and vision coverage
- 401k with employer match
- Employee stock options
- Unlimited PTO
- Training & development opportunities
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