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Aspire is a financial operating system for global founders, combining banking, software, and automation into a single platform. The company serves over 50,000 startups and growing businesses worldwide, backed by Y Combinator, Peak XV, and Lightspeed.
As a Customer Experience Specialist focused on Escalations, you will manage complex customer relationships and lead cross-functional escalation resolution for payment and product-related issues. You'll champion end-to-end customer experience across key financial products including Cards, SWIFT payments, Compliance/KYC, Investment Solutions, and API integrations.
Key responsibilities include:
- Managing complex customer relationships and leading cross-functional escalations
- Analyzing customer feedback to identify root causes of friction
- Collaborating with Product, Engineering, and Compliance teams to drive improvements
- Investigating complex customer-reported issues and performing root cause analysis
- Consolidating customer feedback across CX channels and translating it into actionable product insights
- Designing and implementing initiatives to improve customer journey across all channels and lifecycle stages
- Acting as the voice of the customer in cross-functional discussions
- Monitoring key CX metrics (CSAT, TTR) and recommending performance improvements
- Delivering regular insights and reports to leadership
- Staying current on CX trends, tools, and best practices
You'll need a Bachelor's degree in Business, Finance, or related field, with 2-7 years of experience in customer experience management, incident management, or related roles. Strong data analysis skills, excellent communication, and proficiency in CRM software and AI tools are essential. Experience in FinTech or financial services, technical troubleshooting, customer journey optimization, and CX analytics are highly valued.
