Escalation Fastlane Specialist

About Payoneer

Founded in 2005 Payoneer is the global financial platform that removes friction from doing business across borders with a mission to connect the worlds underserved businesses to a rising global economy. Were a community with over 2500 colleagues all over the world working to serve customers and partners in over 190 countries and territories.

By taking the complexity out of the financial workflowsincluding everything from global payments and compliance to multi-currency and workforce management to providing working capital and business intelligencewe give businesses the tools they need to work efficiently worldwide and grow with confidence.

Role summary - This role oversees and operates Payoneers end-to-end customer experience and proactively addresses issues for our top clients. The team combines service orientation aiming to resolve internal stakeholders friction and assist in frictionless and faster customer onboarding while keeping Payoneer compliant with top industry practices.

Location Bangalore India; On-site; Full-time

What youll do

Are you an energetic motivated self-starter who can learn quickly in a fast-paced environment Are you a passionate committed professional with a keen sense of people high intellectual curiosity strong work ethic and accountability Is this you

• Serve as the primary point of contact for operations-related escalations raised by Sales and Customer Success teams.
• Own the end-to-end resolution process ensuring timely updates and clear communication to stakeholders throughout the case lifecycle.
• Handle KYC /Account approval K5-K7 level tickets
• Analyse escalation trends to identify recurring issues and collaborate with cross-functional teams to drive root cause resolution.
• Proactively flag high-risk or sensitive cases to senior leadership and relevant teams ensuring swift mitigation.
• Maintain a strong understanding of operational processes and policies to ensure escalations are handled in line with compliance and service standards.
• Continuously seek opportunities to improve escalation handling procedures with a focus on efficiency and customer satisfaction.

Who you are -

• Bachelors degree
• Minimum of 5 years of experience in Operations or Customer Care & year in PY-specific processes.
• Excellent communication and interpersonal skills with the ability to engage effectively across functions and levels.
• Strong collaboration skills with the ability to manage multiple priorities in a fast-paced environment.
• Proactive problem-solver with keen attention to detail and a strong sense of accountability.
• Solid understanding of Payoneers KYC requirements and internal operational processes.
• Customer-centric mindset with a focus on delivering effective solutions.
• Self-driven results-oriented and takes full ownership to drive resolutions proactively.