Escalations and Complaints Manager

Job Summary

Owning the escalations process, the full-time Escalations and Complaints Manager will build a formal complaints program from the ground up while managing sensitive customer cases and ensuring compliance with regulatory standards in a remote environment.

Key responsibilities

• Define and manage the escalations process, including triggers, handling, and resolution timelines
• Build and implement a comprehensive complaints program, covering intake, classification, tracking, and resolution workflows
• Analyze trends in complaints and escalations to identify root causes and collaborate with cross-functional teams for improvements

Required qualifications

• 4+ years of experience in escalations or complaints management within a regulated environment such as fintech or banking
• Proven experience in building or managing a formal complaints program, including regulatory reporting
• Strong written communication skills, particularly in sensitive situations
• Rigorous documentation habits and understanding of audit-ready practices
• Experience collaborating with Legal and Compliance teams on case details