Job Description
Senior Customer Escalation Manager – 12 month FTC
REMOTE – NETHERLANDS /
GROWTH – CUSTOMER SUPPORT /
FIXED TERM CONTRACT
/ REMOTE
Onfido is the new identity standard for the internet. We empower people around the globe to reach services they love and need simply, speedily and safely – whether they’re renting a car or opening a bank account or completing a high-value transaction where identity is key. We built a full-service suite of AI-powered identity verification solutions with fairness and inclusiveness at their core, and were awarded ‘Outstanding Leader in Accessibility’ and ‘Best Innovation in Algorithmic Bias Mitigation’ awards at CogX.
Onfido is an established pre-IPO technology company with a prominent position in the global marketplace that has been repeatedly recognized for excellence in performance and innovation. In 2021 we were awarded ‘Artificial Intelligence and Machine Learning Hot Company’ by CyberDefense Global Infosec Awards, ‘Fraud Prevention Innovation of the Year’ at the CyberSecurity Breakthrough Awards, and named to the CB Insights Fintech 250 for the fourth year running. We’ve received over $200 million in funding from investors including TPG Growth, Microsoft, and Salesforce to achieve our vision. We partner with thousands of businesses to help millions access services every week – from billion dollar institutions to hypergrowth unicorns. We support identities from 195 countries, and 2,500+ document types. Our recent growth is fuelled by continued increasing demand in the United States – where we’ve grown in year-over-year sales by 264% – as more enterprise organisations accelerate their digital transformation plans with Onfido.
Our goal is to work together to promote and celebrate an inclusive and diverse community. Collectively, all Onfidoers are committed to creating an environment where everyone can be themselves, and where differences are celebrated. We encourage people from all backgrounds and cultures to come together to solve some of the world’s most interesting problems.
The Opportunity
The Onfido Escalation Management function has two parts; a: Managing known and reported customer escalations (Reactive Escalation Management), b: Managing potential escalations (Proactive Escalation Management).
As a part of the Customer Escalations team you will manage Mission Critical Customer Escalations as an individual contributor to ensure customer satisfaction. Our Senior Customer Escalation Managers identify recurrent issues and trends, partner with cross-functional teams and coordinate their efforts to deliver timely resolution and mitigate business-impacting problems. They are comfortable talking about technical matters with business people and business matters with technical people, and have a deep understanding of Onfido products and services. The perfect candidate has strong interpersonal skills, enjoys making customers happy, working closely with other departments, and has a keen eye for investigation and detail.
Please note this is a 12month FTC
As a Senior Customer Escalation Manager at Onfido you will:
This is truly a cross-functional role, requiring you to work effectively with customers, Customer Success team, Customer Support team, Product, Engineering, and Sales. If you have a passion for delivering outstanding customer experiences and thrive in a fast-paced environment, this could be the perfect opportunity for you.
- Lead and manage customer escalations as projects, overseeing their planning, execution, and ensuring the delivery of high-quality outcomes that meet customer needs
- Coordinate and communicate with stakeholders at all levels to ensure alignment on project objectives and progress
- Keep Executive Management abreast of critical customer issues through regular executive communications
- Analyse escalations to identify root causes, conduct internal post mortems and help implement solutions in a proactive effort to mitigate potential customer issues
- Having developed a deep understanding of the Onfido product suite and how it’s used by our customers, you will work with Product Managers in defining the product roadmap, by surfacing customer feedback and learnings from past requests.
- You will help enhance escalation management processes and maintain accurate documentation
We’re looking for a Senior Customer Escalation Manager who can display the below skills & experience throughout our interview process:
- At least 5 years of experience in a customer support, project management or escalation management role
- Strong project management skills to handle escalations as mini-projects
- Excellent interpersonal, communication, and collaboration skills, including ability to influence stakeholders at all levels of the organisation
- Comfortable with technical topics, for example, having an understanding how APIs, SDKs, and web applications work
- Strong problem-solving and analytical skills, with the ability to think critically and creatively
- Diligence, patience and friendliness under pressure and ability to manage multiple priorities in a fast-paced environment
- Strong organisational and planning skills, with a focus on attention to detail and accuracy
- Empathy, and the desire to help others
- Fluent spoken and written English
Desirable:
- Experience managing and resolving escalated mission-critical issues
- Technical background
- Familiarity with an Agile environment
- Experience with Jira, Salesforce Service Cloud, Looker