Escalations Manager, Customer Success

Escalations Manager, Customer Success

Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience. It's hard to believe that it's 2025 and paying rent on time is expensive, inflexible, and difficult. We're here to change that! Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing. Will you be a part of the team?

About the Role

We are seeking an experienced Customer Success Escalations Manager to lead our internal escalation team. This role is crucial in ensuring that our customers receive exceptional support while also driving process improvements to enhance scalability and efficiency.

In this position, you will directly oversee a team of Senior Customer Success Associates (CSAs), and coordinate additional escalation staff during high-volume periods at the beginning of each month. Your team will be responsible for handling complex customer escalations, supporting our BPO operations, and working cross-functionally with Engineering, Risk, Finance, and Product teams to resolve issues and optimize our escalation workflows.

This is a high-impact role in a fast-growing organization, where you'll be expected to take a data-driven approach to problem-solving and deliver solutions that enhance the overall customer experience.

What You'll Do

• 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.

Key Qualifications

This role will be a hybrid opportunity, 3 days in the office in our NYC or SF locations. The salary compensation range for this role will be commensurate with the candidate's experience and Flex's internal leveling guidelines and benchmarks. For working locations in NY / NJ / CA, the base salary pay range will be $116,000-$135,000.