Escalation Support Specialist I

Role Overview: As an Escalation Specialist I at MX, you will play a crucial role in managing high-priority customer escalations and ensuring exceptional customer experience throughout the issue resolution lifecycle. Your technical acumen, attention to detail, and proactive communication skills will be vital in coordinating cross-functional resolution efforts and driving accountability across teams for timely issue resolution. Your ability to thrive in a fast-paced environment and collaborate effectively with internal and external stakeholders will be key in shaping the financial industry and creating a meaningful impact for millions of people. Key Responsibilities: - Serve as a key member of the escalation management process within the Technical Support organization. - Respond to customer, partner, and client strategy team escalations and collaborate with Support, Product Support, Engineering, and technical teams to drive resolution. - Proactively monitor support trends, identify recurring issues, risks, and customer-impacting concerns, and escalate appropriately. - Ensure a high level of customer satisfaction through proactive communication, timely updates, and effective issue management. - Build and maintain strong working relationships with customers, partners, and internal stakeholders. - Partner closely with Engineering, Product, and external partners to ensure escalated issues are actively managed and do not age unnecessarily. - Facilitate regular stakeholder and partner calls to review open escalations, provide status updates, drive accountability, and align on action plans. - Communicate effectively with customers, partners, leadership teams, and internal stakeholders regarding issue status, risks, resolution progress, and next steps. - Ensure all escalations are appropriately prioritized, tracked, documented, and resolved within defined SLAs. - Maintain accurate documentation and tracking of escalated issues, action plans, customer communications, and resolution progress. - Utilize Jira dashboards, reports, spreadsheets, and support metrics to monitor escalation health, identify trends, and support operational decision-making. - Prepare and present escalation summaries, trend analysis, and operational insights to leadership and cross-functional stakeholders to support prioritization and continuous improvement efforts. - Contribute to the continuous improvement of escalation management processes, workflows, reporting mechanisms, and operational efficiency. - Ensure urgent and high-impact tickets are properly prioritized, managed, and resolved efficiently. - Collaborate cross-functionally with Support, Product Support, Product, Engineering, Revenue, Customer Success, Analytics, and external partners to resolve complex technical issues. - Support operational excellence by meeting or exceeding team goals, KPIs, SLA targets, and customer satisfaction metrics. - Work mandatory night shifts aligned with business and customer support requirements. Qualification Required: - Bachelors Degree preferred. - Mandatory 35 years of experience in Technical Support, Escalation Management, Customer Support, Operations, or a similar customer-facing technical role. - Experience working with cross-functional global teams across Support, Product, Engineering, and Customer Success organizations. - Proficiency using Jira, Jira dashboards, Confluence, spreadsheets, ticketing systems, and reporting tools to manage work, analyze trends. Role Overview: As an Escalation Specialist I at MX, you will play a crucial role in managing high-priority customer escalations and ensuring exceptional customer experience throughout the issue resolution lifecycle. Your technical acumen, attention to detail, and proactive communication skills will be vital in coordinating cross-functional resolution efforts and driving accountability across teams for timely issue resolution. Your ability to thrive in a fast-paced environment and collaborate effectively with internal and external stakeholders will be key in shaping the financial industry and creating a meaningful impact for millions of people. Key Responsibilities: - Serve as a key member of the escalation management process within the Technical Support organization. - Respond to customer, partner, and client strategy team escalations and collaborate with Support, Product Support, Engineering, and technical teams to drive resolution. - Proactively monitor support trends, identify recurring issues, risks, and customer-impacting concerns, and escalate appropriately. - Ensure a high level of customer satisfaction through proactive communication, timely updates, and effective issue management. - Build and maintain strong working relationships with customers, partners, and internal stakeholders. - Partner closely with Engineering, Product, and external partners to ensure escalated issues are actively managed and do not age unnecessarily. - Facilitate regular stakeholder and partner calls to re