Flex · 9 hours ago
Customer Success Escalations Manager
United States
Full-time
Remote
Mid, Senior Level
$108K/yr - $135K/yr
5+ years expFlex is a growth-stage FinTech company based in NYC that aims to revolutionize the rent payment experience. They are seeking a Customer Success Escalations Manager to lead their internal escalation team, ensuring exceptional customer support and driving improvements in processes to enhance efficiency.
AppsBillingFinancial ServicesFinTechSoftware
Responsibilities
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
Qualification
Required
5+ years of experience in customer service operations, escalation management, or a related role, with at least 2+ years in a leadership capacity
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
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
Preferred
Background in fintech, payments, or financial services is highly preferred
Experience working with third-party vendors and BPO operations
Experience with Looker, SQL, or Sigma is a plus
Benefits
Competitive medical, dental, and vision available from Day 1
Company equity
401(k) plan with company match (our company match kicks off at the beginning of 2026)
Unlimited paid time off + 13 company paid holidays
Parental leave
Flex Cares Program
Free Flex subscription
Competitive compensation + company equity
Unlimited PTO
Company
Flex
Flex enables people to pay rent bills on a schedule that fits their personal finances.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2025-03-31Series A
2019-11-01Seed
2019-07-24Pre Seed
Leadership Team
Shragie Lichtenstein
Co-Founder & CEO
Michael Jannain
Staff Software Engineer
Recent News
Flexible Finance, Inc.
2025-10-14
Flexible Finance, Inc.
2025-10-09
2023-12-15
Company data provided by crunchbase