SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Payoneer is a global financial platform founded in 2005 that removes friction from cross-border business operations. The company serves customers and partners in over 190 countries, with a mission to connect underserved businesses to the global economy.
This role is part of Payoneer's operations team and focuses on managing escalations from Sales and Customer Success teams. You will serve as the primary point of contact for operations-related escalations, owning the end-to-end resolution process while ensuring timely updates and clear communication to stakeholders throughout the case lifecycle.
Key responsibilities include:
- Serve as the primary escalation contact for Sales and Customer Success teams
- Own end-to-end resolution of escalated cases with clear stakeholder communication
- Handle KYC/Account approval tickets at K5-K7 levels
- Analyze escalation trends to identify recurring issues and collaborate cross-functionally on root cause resolution
- Proactively flag high-risk or sensitive cases to senior leadership
- Maintain strong understanding of operational processes and compliance standards
- Continuously improve escalation handling procedures with focus on efficiency and customer satisfaction
The role emphasizes being customer-centric, proactive, and results-oriented. You'll work in a fast-paced environment where accountability and ownership are core values.
REQUIREMENTS:
- Bachelor's degree
- Minimum 5 years of experience in Operations or Customer Care, with at least 1 year in payment-specific processes
- Excellent communication and interpersonal skills with ability to engage across functions and levels
- Strong collaboration skills and ability to manage multiple priorities
- Proactive problem-solver with attention to detail and accountability
- Solid understanding of Payoneer's KYC requirements and internal operational processes
- Customer-centric mindset focused on delivering effective solutions
- Self-driven, results-oriented, with full ownership mentality
