Escalations Specialist A US fintech scaling its India escalations desk

Location: Remote (India)

Why This Seat Exists A US fintech is scaling its India escalations desk and has partnered with Flexiple to hire the specialist who sits between front-line support and engineering when a routine ticket stops being routine. Flexiple is a managed marketplace that helps global companies build high-performing teams and GCCs in India.

Most tickets never reach this desk. The ones that do are already overdue, already frustrated, or already flagged on an account that matters — a payment stuck mid-cycle, a reconciliation mismatch a customer caught before support did, a complaint reopened twice already. This role exists to close those out cleanly, not to pass them along for someone else to solve.

What Lands On Your Desk

- Cases front-line support has tried and failed to close, or flagged as high severity or high risk
- Complaints involving money movement, sensitive account data, or a customer threatening to leave
- Repeat escalations on the same account, where the underlying cause was never actually fixed

How You'll Work It

- Take full ownership of an escalated case from handoff to resolution, including the apology when one is owed
- Pull in engineering, payments, or compliance colleagues where a fix needs their hands, and keep the customer updated while you wait on them
- Diagnose whether an escalation is a one-off or a symptom,



and write up the pattern for support leadership when it is the latter
- Keep a clean, honest log of what happened and what was promised, since these are the cases that get reopened and re-read

What You Bring 2 to 5 years in customer support or customer success, including real time spent on escalated, high-severity, or key-account issues rather than first-contact queues only. You stay exact when a customer is already upset, you write clearly enough that a case file makes sense to someone reading it cold, and you know the difference between smoothing a customer over and actually fixing what went wrong. Comfort with a ticketing or CRM platform, and enough fintech vocabulary to follow a payments or compliance conversation without needing it explained.

Good to Have

- Prior experience at a fintech, payments company, or bank
- Familiarity with tools like Zendesk, Freshdesk, or Salesforce Service Cloud
- Exposure to SLA or CSAT reporting built specifically for escalated queues

What You'll Gain

- A seat that sits closer to product and compliance decisions than a standard support queue does
- Remote-friendly, pan-India hiring with long-term placement
- Ownership of the cases that actually shape whether an account stays or leaves

How We Hire HR Screening → Case-Based Assignment → Team Round → Culture Fit

One application is considered for this role and any future matched openings, so there is no need to apply twice.

📌 Escalations Specialist (India)
🏢 Flexiple
📍 India