Assistant Manager - Customer Escalations

You are invited to join our operations team at Jumio as an Assistant Manager - Transaction Analysis. With over 5 years of experience in customer-facing roles within the Tech or SaaS industry, you will play a key role in handling escalations, managing teams, and optimizing processes. Proficiency in tools such as PowerPoint, Excel, Power BI, and Salesforce is crucial for excelling in this position. Your responsibilities will include leading a team of analysts focused on reviewing and managing transaction data to ensure quality and compliance. You will be expected to handle customer escalations and complex queries with professionalism, communicate with global customers via calls, and collaborate with cross-functional teams to enhance process efficiency and customer experience. Analyzing transaction trends, performance metrics, and operational challenges to identify areas for improvement will be a significant part of your role. Additionally, you will prepare and present performance reports, presentations, and insights using tools like Power BI and Excel while supporting strategic initiatives and contributing to the development of SOPs and best practices. Your role will involve conducting regular audits, training sessions, and ensuring SLA adherence to drive continuous improvement in TAT and customer satisfaction scores. Utilizing Salesforce and other internal tools to generate reports and insights will be essential for supporting operational efficiency and informed decision-making. You will also assist the Manager in workforce planning, performance reviews, and goal setting. To be successful in this role, you should possess a Bachelor's degree, have 5+ years of experience in Customer Support or Customer Success, and at least 4 years of experience managing teams in a fast-paced, customer-facing environment. Strong analytical skills, proficiency in Excel and Power BI, and the ability to collaborate across global teams are key requirements. Your friendly, supportive, adaptable, and flexible attitude, along with a high IQ and EQ, will be valued attributes at Jumio. Our company values Integrity, Diversity, Empowerment, Accountability, and Leading Innovation. We are committed to providing equal opportunities and welcome applications from individuals of all backgrounds. Jumio, a B2B technology company, is dedicated to combating online identity fraud and financial crimes using advanced technologies. By leveraging AI, biometrics, machine learning, and automation, we deliver trusted solutions to leading brands worldwide. Join us in our mission to create a safer internet environment and expand your career in the Financial Services, Travel, Sharing Economy, Fintech, Gaming, and other industries. Your data privacy is important to us, and we will only utilize your personal information for Jumio's application, recruitment, and hiring processes in alignment with our Applicant Privacy Notice. For any privacy-related queries, please reach out to privacy@jumio.com.,