Assistant Manager - Customer Escalations
Job Summary:
We are seeking a dynamic and experienced Assistant Manager - Transaction Analysis to join our growing operations team. The ideal candidate will have 5+ years of experience in customer-facing roles within a Tech or SaaS environment, with a strong background in escalation handling, team management, and process optimization. Proficiency in PowerPoint, Excel, Power BI, and Salesforce is essential for success in this role.
Key Responsibilities:
Lead and manage a team of analysts responsible for reviewing and managing transaction data, ensuring quality and compliance.
Handle customer escalations and complex queries with professionalism and timely resolution.
Communicating with global customers on calls
Collaborate closely with cross-functional teams including Technical Support, Product, and Customer Success to improve process efficiency and customer experience.
Analyze transaction trends, performance metrics, and operational challenges to identify areas of improvement.
Prepare and present performance reports, PPT Slides, and insights using Power BI and Excel.
Support strategic initiatives and contribute to developing and implementing SOPs and best practices.
Conduct regular audits of responses and reports to identify trends, gaps, or quality issues. Conduct regular training and coaching sessions for the team to maintain high-quality output.
Ensure SLA adherence and drive continuous improvement in TAT and customer satisfaction scores.
Responsible for generating reports and insights using Salesforce and other internal tools to support operational efficiency and informed decision-making.
Assist the Manager in workforce planning, performance reviews, and goal setting.
Key Requirements
Bachelor’s degree in any discipline
5+ years of experience in Customer Support or Customer Success, preferably in a tech or SaaS-based company
4+ years of experience managing or mentoring teams in a fast-paced, customer-facing environment
Proven track record in handling high-impact customer escalations and quality audits
Strong analytical skills with hands-on experience in Excel (pivot tables, VLOOKUP, etc.) and Power BI
Willingness to participate in customer calls, especially during escalations or for clarification on investigation outcomes
Ability to collaborate with global teams and work flexible shifts across time zones
Excellent verbal and written communication skills, including the ability to create and present PowerPoint decks
Basic understanding of SDKs, Web technologies, and APIs
Detail-oriented with a strong problem-solving mindset and ability to perform under pressure
Strong adherence to processes with an analytical approach and attention to detail
Exposure to transaction analysis, fraud detection, or identity verification is a plus
Preferred Attributes
Familiarity with Salesforce CRM
Strong team-handling skills and customer escalation management experience
Key Characteristics and Attitudes:
In a recent global survey these attributes were valued by Jumios in all locations and functions - we firmly believe in hiring for attitude as well as skill.
Friendly and supportive
Adaptable and flexible
Articulate and persuasive
High IQ and EQ
Curious and coachable
Commercially Aware
Resilient and tenacious
Big picture and the detail
Jumio Values:
IDEAL: Integrity, Diversity, Empowerment, Accountability, Leading Innovation
Equal Opportunities:
Jumio is a collaboration of people with different ideas, strengths, interests and cultures. We welcome applications and colleagues from all backgrounds and of all statuses.
About Jumio:
Jumio is a B2B technology company dedicated to eradicating online identity fraud, money laundering and other financial crimes to help make the internet safer. We leverage AI, biometrics, machine learning, liveness detection and automation to create solutions that are trusted by leading brands worldwide and respected by industry thought leaders.
Jumio is the leading provider of online identity verification, eKYC and AML solutions. With a global footprint, we’re expanding the team to meet strong client demand across a range of industries including Financial Services, Travel, Sharing Economy, Fintech, Gaming, and others.
Applicant Data Privacy
We will only use your personal information in connection with Jumio’s application, recruitment, and hiring processes, as described in Jumio’s Applicant Privacy Notice. If you have any questions or comments, please send an email to [email protected].
Apply Now
We are seeking a dynamic and experienced Assistant Manager - Transaction Analysis to join our growing operations team. The ideal candidate will have 5+ years of experience in customer-facing roles within a Tech or SaaS environment, with a strong background in escalation handling, team management, and process optimization. Proficiency in PowerPoint, Excel, Power BI, and Salesforce is essential for success in this role.
Key Responsibilities:
Lead and manage a team of analysts responsible for reviewing and managing transaction data, ensuring quality and compliance.
Handle customer escalations and complex queries with professionalism and timely resolution.
Communicating with global customers on calls
Collaborate closely with cross-functional teams including Technical Support, Product, and Customer Success to improve process efficiency and customer experience.
Analyze transaction trends, performance metrics, and operational challenges to identify areas of improvement.
Prepare and present performance reports, PPT Slides, and insights using Power BI and Excel.
Support strategic initiatives and contribute to developing and implementing SOPs and best practices.
Conduct regular audits of responses and reports to identify trends, gaps, or quality issues. Conduct regular training and coaching sessions for the team to maintain high-quality output.
Ensure SLA adherence and drive continuous improvement in TAT and customer satisfaction scores.
Responsible for generating reports and insights using Salesforce and other internal tools to support operational efficiency and informed decision-making.
Assist the Manager in workforce planning, performance reviews, and goal setting.
Key Requirements
Bachelor’s degree in any discipline
5+ years of experience in Customer Support or Customer Success, preferably in a tech or SaaS-based company
4+ years of experience managing or mentoring teams in a fast-paced, customer-facing environment
Proven track record in handling high-impact customer escalations and quality audits
Strong analytical skills with hands-on experience in Excel (pivot tables, VLOOKUP, etc.) and Power BI
Willingness to participate in customer calls, especially during escalations or for clarification on investigation outcomes
Ability to collaborate with global teams and work flexible shifts across time zones
Excellent verbal and written communication skills, including the ability to create and present PowerPoint decks
Basic understanding of SDKs, Web technologies, and APIs
Detail-oriented with a strong problem-solving mindset and ability to perform under pressure
Strong adherence to processes with an analytical approach and attention to detail
Exposure to transaction analysis, fraud detection, or identity verification is a plus
Preferred Attributes
Familiarity with Salesforce CRM
Strong team-handling skills and customer escalation management experience
Key Characteristics and Attitudes:
In a recent global survey these attributes were valued by Jumios in all locations and functions - we firmly believe in hiring for attitude as well as skill.
Friendly and supportive
Adaptable and flexible
Articulate and persuasive
High IQ and EQ
Curious and coachable
Commercially Aware
Resilient and tenacious
Big picture and the detail
Jumio Values:
IDEAL: Integrity, Diversity, Empowerment, Accountability, Leading Innovation
Equal Opportunities:
Jumio is a collaboration of people with different ideas, strengths, interests and cultures. We welcome applications and colleagues from all backgrounds and of all statuses.
About Jumio:
Jumio is a B2B technology company dedicated to eradicating online identity fraud, money laundering and other financial crimes to help make the internet safer. We leverage AI, biometrics, machine learning, liveness detection and automation to create solutions that are trusted by leading brands worldwide and respected by industry thought leaders.
Jumio is the leading provider of online identity verification, eKYC and AML solutions. With a global footprint, we’re expanding the team to meet strong client demand across a range of industries including Financial Services, Travel, Sharing Economy, Fintech, Gaming, and others.
Applicant Data Privacy
We will only use your personal information in connection with Jumio’s application, recruitment, and hiring processes, as described in Jumio’s Applicant Privacy Notice. If you have any questions or comments, please send an email to [email protected].
Apply Now