Support Escalations Team Lead

Role overview Support Escalations Team Lead bridges frontline support and specialist groups such as Risk Operations, Engineering, Settlement, Product, Success, and Operations at a fintech platform serving small trucking and fleet businesses. The role is reserved for top-performing frontline agents and focuses on owning complex customer cases end to end, while turning high-impact resolutions into reusable playbooks that improve the broader support organization.

Responsibilities - Hire, develop, and manage L2 Escalation Agents, lead weekly standups, maintain performance scorecards, and drive team engagement and retention. - Own SLA performance, including a 15-minute initial response target across all escalations, with strict adherence for Risk Ops cases and regular audits. - Own and maintain the escalation playbook library, reviewing new entries within 72 hours and conducting regular audits for accuracy and usability. - Enforce proper escalation routing across Risk Ops, Engineering, Settlement, Product, Success, and Operations. - Deliver weekly escalation reports covering volume, SLA performance, resolution rates, trends, and risk exposure. - Maintain direct accountability for fraud and high-risk cases, ensuring immediate response and involvement in critical incidents. - Track and improve L1 resolution rates through playbook refinement, with a goal of increasing frontline resolution over time.

Requirements - 3+ years of customer support experience, including at least 1 year in an escalation, specialist, or L2 role. - Experience leading a small team of 2 to 5 agents in a contact center environment. - Strong experience with fraud, financial disputes, or risk operations in fintech, payments, or a closely related space. - Proven ability to create clear, actionable SOPs and playbooks that frontline teams can execute independently. - Strong cross-functional communication skills, with experience partnering with Engineering, Product, and Finance teams.

Nice to have - Background in trucking, fleet, fuel, or logistics operations. - Experience managing escalation SLAs in a 24/7 environment. - Familiarity with Zendesk workflows, views, and macros. - Spanish-language proficiency. - Experience building or scaling an L2 or escalations function.

Benefits and work setup - Salary range of $72,000 to $80,000, depending on skills, experience, and other relevant factors. - Competitive compensation with equity in a high-growth startup. - Multiple health benefit options. - Responsible Time Off policy. - 401(k) matching. - Career growth support and an annual company offsite event. - Shift: Tuesday through Saturday, 7:00 AM to 3:00 PM EST. - Offices in Palo Alto and Austin with a preference for in-person collaboration; remote candidates who can travel periodically are also considered. - Commuter benefits, lunches and snacks, and a collaborative team environment.