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

Jumio Values

IDEAL: Integrity, Diversity, Empowerment, Accountability, Leading Innovation

Equal Opportunities

Jumio is a collaboration of people with different ideas, strengths, interests and cultures. We welcome applications and colleagues from all backgrounds and of all statuses.

About Jumio

Jumio is a B2B technology company dedicated to eradicating online identity fraud, money laundering and other financial crimes to help make the internet safer. We leverage AI, biometrics, machine learning, liveness detection and automation to create solutions that are trusted by leading brands worldwide and respected by industry thought leaders.

Jumio is the leading provider of online identity verification, eKYC and AML solutions. With a global footprint, we’re expanding the team to meet strong client demand across a range of industries including Financial Services, Travel, Sharing Economy, Fintech, Gaming, and others.

Applicant Data Privacy

We will only use your personal information in connection with Jumio’s application