Assistant Manager - Customer Escalations

Job Summary:

We are seeking a dynamic and experienced Assistant Manager - Customer Escalations to join our growing operations team. The ideal candidate will have 5+ years of experience in customer-facing roles within a Tech or SaaS environment, with a strong background in escalation handling, team management, and process optimization. Proficiency in PowerPoint, Excel, Power BI, and Salesforce is essential for success in this role.

Key Responsibilities:

• Lead and manage a team of analysts responsible for reviewing and managing the data, ensuring quality and compliance.
• Handle customer escalations and complex queries with professionalism and timely resolution.
• Communicating with global customers on calls
• Collaborate closely with cross-functional teams including Technical Support, Product, and Customer Success to improve process efficiency and customer experience.
• Analyze transaction trends, performance metrics, and operational challenges to identify areas of improvement.
• Prepare and present performance reports, PPT Slides, and insights using Power BI and Excel.
• Support strategic initiatives and contribute to developing and implementing SOPs and best practices.
• Conduct regular audits of responses and reports to identify trends, gaps, or quality issues. Conduct regular training and coaching sessions for the team to maintain high-quality output.
• Ensure SLA adherence and drive continuous improvement in TAT and customer satisfaction scores.
• Responsible for generating reports and insights using Salesforce and other internal tools to support operational efficiency and informed decision-making.
• Assist the Manager in workforce planning, performance reviews, and goal setting.

Key Requirements

• Bachelor’s degree in any discipline
• 5+ years of experience in Customer Support or Customer Success, preferably in a tech or SaaS-based company
• 4+ years of experience managing or mentoring teams in a fast-paced, customer-facing environment
• Proven track record in handling high-impact customer escalations and quality audits
• Strong analytical skills with hands-on experience in Excel (pivot tables, VLOOKUP, etc.) and Power BI
• Willingness to participate in customer calls, especially during escalations or for clarification on investigation outcomes
• Ability to collaborate with global teams and work flexible shifts across time zones
• Excellent verbal and written communication skills, including the ability to create and present PowerPoint decks
• Basic understanding of SDKs, Web technologies, and APIs
• Detail-oriented with a strong problem-solving mindset and ability to perform under pressure
• Strong adherence to processes with an analytical approach and attention to detail
• Exposure to transaction analysis, fraud detection, or identity verification is a plus

Preferred Attributes

• Familiarity with Salesforce CRM
• Strong team-handling skills and customer escalation management experience

Key Characteristics and Attitudes:

In a recent global survey these attributes were valued by Jumios in all locations and functions - we firmly believe in hiring for attitude as well as skill.

• Friendly and supportive
• Adaptable and flexible
• Articulate and persuasive
• High IQ and EQ
• Curious and coachable
• Commercially Aware
• Resilient and tenacious
• Big picture and the detail