Support Escalations Team Lead

Job Summary

To support a growing customer support team, the full-time remote Support Escalations Team Lead will manage complex customer issues, oversee escalation processes, and develop playbooks to drive continuous improvement across the organization.

Key responsibilities

• Lead and manage L2 Escalation Agents, ensuring team engagement and performance
• Ensure adherence to SLA requirements for escalations and monitor performance metrics
• Maintain and audit the escalation playbook library, ensuring accuracy and usability

Required qualifications

• 3+ years of experience in customer support, with at least 1 year in an escalation or specialist role
• Experience leading a small team (2-5 agents) in a contact center environment
• Strong background in fraud, financial disputes, or risk operations within fintech or payments
• Proven ability to create actionable SOPs and playbooks for frontline teams
• Experience collaborating with Engineering, Product, and Finance teams