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Aspire is a Series C fintech company building a financial operating system for global founders and growing businesses. The platform integrates banking, software, and automation to help companies manage finances across borders. Backed by Y Combinator, Peak XV, and Lightspeed, Aspire serves over 50,000 startups worldwide.
As a Customer Experience Specialist focused on Escalations, you will manage complex customer relationships and lead cross-functional resolution of escalated issues. Your primary responsibilities include:
• Champion end-to-end customer experience across key financial products: Cards, SWIFT payments, Compliance/KYC, Investment Solutions, and API integrations
• Lead the full lifecycle of client experience issues from detection through resolution, ensuring timely recovery and minimal customer impact
• Investigate complex customer-reported issues, perform root cause analysis, and partner with Engineering and Product teams for resolution
• Coordinate cross-functional escalation responses and continuously improve incident management frameworks
• Consolidate customer feedback across all CX channels and translate insights into actionable product recommendations to influence roadmap prioritization
• Design and implement initiatives to improve customer journey across all channels and lifecycle stages
• Act as the voice of the customer in cross-functional discussions, aligning experience strategy with business objectives
• Monitor key CX metrics (CSAT, TTR) and identify trends to recommend performance improvements
• Deliver regular insights and reports to leadership supporting data-driven decision-making
• Stay current on customer experience trends, tools, and best practices; benchmark Aspire against industry leaders
You will collaborate closely with Product, Engineering, and Compliance teams to enhance product usability and proactively eliminate recurring customer pain points. This role requires strong analytical capabilities, excellent communication skills, and the ability to manage multiple complex projects simultaneously in a fast-paced environment.
