Senior Customer Escalation Manager
Onfido is the new identity standard for the internet. We empower people around the globe to reach services they love and need simply, speedily and safely – whether they’re renting a car or opening a bank account or completing a high-value transaction where identity is key. We built a full-service suite of AI-powered identity verification solutions with fairness and inclusiveness at their core, and were awarded ‘Outstanding Leader in Accessibility’ and ‘Best Innovation in Algorithmic Bias Mitigation’ awards at CogX.
Onfido is an established pre-IPO technology company with a prominent position in the global marketplace that has been repeatedly recognized for excellence in performance and innovation. In 2021 we were awarded ‘Artificial Intelligence and Machine Learning Hot Company’ by CyberDefense Global Infosec Awards, ‘Fraud Prevention Innovation of the Year’ at the CyberSecurity Breakthrough Awards, and named to the CB Insights Fintech 250 for the fourth year running. We've received over $200 million in funding from investors including TPG Growth, Microsoft, and Salesforce to achieve our vision. We partner with thousands of businesses to help millions access services every week – from billion dollar institutions to hypergrowth unicorns. We support identities from 195 countries, and 2,500+ document types. Our recent growth is fuelled by continued increasing demand in the United States – where we’ve grown in year-over-year sales by 264% – as more enterprise organisations accelerate their digital transformation plans with Onfido.
Our goal is to work together to promote and celebrate an inclusive and diverse community. Collectively, all Onfidoers are committed to creating an environment where everyone can be themselves, and where differences are celebrated. We encourage people from all backgrounds and cultures to come together to solve some of the world's most interesting problems.
The Opportunity
The Onfido Escalation Management function has two parts; a: Managing known and reported customer escalations (Reactive Escalation Management), b: Managing potential escalations (Proactive Escalation Management).
As a part of the Customer Escalations team you will manage Mission Critical Customer Escalations as an individual contributor to ensure customer satisfaction. Our Senior Customer Escalation Managers identify recurrent issues and trends, partner with cross-functional teams and coordinate their efforts to deliver timely resolution and mitigate business-impacting problems. They are comfortable talking about technical matters with business people and business matters with technical people, and have a deep understanding of Onfido products and services. The perfect candidate has strong interpersonal skills, enjoys making customers happy, working closely with other departments, and has a keen eye for investigation and detail.
As a Senior Customer Escalation Manager at Onfido you will:
- Lead and manage customer escalations as projects, overseeing their planning, execution, and ensuring the delivery of high-quality outcomes that meet customer needs
- Coordinate and communicate with stakeholders at all levels to ensure alignment on project objectives and progress
- Keep Executive Management abreast of critical customer issues through regular executive communications
- Analyse escalations to identify root causes, conduct internal post mortems and help implement solutions in a proactive effort to mitigate potential customer issues
- Having developed a deep understanding of the Onfido product suite and how it’s used by our customers, you will work with Product Managers in defining the product roadmap, by surfacing customer feedback and learnings from past requests.
- You will help enhance escalation management processes and maintain accurate documentation
- This is truly a cross-functional role, requiring you to work effectively with customers, Customer Success team, Customer Support team, Product, Engineering, and Sales. If you have a passion for delivering outstanding customer experiences and thrive in a fast-paced environment, this could be the perfect opportunity for you.
We’re looking for a Senior Customer Escalation Manager who can display the below skills & experience throughout our interview process:
- At least 5 years of experience in a customer support, project management or escalation management role
- Strong project management skills to handle escalations as mini-projects
- Excellent interpersonal, communication, and collaboration skills, including ability to influence stakeholders at all levels of the organisation
- Comfortable with technical topics, for example, having an understanding how APIs, SDKs, and web applications work
- Strong problem-solving and analytical skills, with the ability to think critically and creatively
- Diligence, patience and friendliness under pressure and ability to manage multiple priorities in a fast-paced environment
- Strong organisational and planning skills, with a focus on attention to detail and accuracy
- Empathy, and the desire to help others
- Fluent spoken and written English
Desirable:
- Experience managing and resolving escalated mission-critical issues
- Technical background
- Familiarity with an Agile environment
- Experience with Jira, Salesforce Service Cloud, Looker
#LI-CV1
Onfido Culture
Onfidoer’s share a set of core values and want to hear from you if you believe in:
> Succeeding together; you work collaboratively and put the team first
> Taking pride; you care about quality, producing great work and customer / user outcomes
> Creating customer buzz; you demonstrate a strong user / customer focus
> Learning things & sharing them; you have a natural curiosity and default to sharing knowledge with others
> Finding a better way; you’re adept at finding solutions, experimentation and innovating to make things better
Benefits
We're committed to making Onfido a fantastic place to work, so we go to great lengths to give you what you need to succeed. You will receive:
> Share options in Onfido, through our equity schemes. Share options have a one-year cliff and vest over four years
> 25 days annual leave plus a day off for your Birthday.
> Two paid volunteering days per year.*
> Private Medical Insurance through Allianz*
> Life Assurance (3x Annual Base Salary)*
> Generous paid parental leave
> Free mental health coaching provided online.
> Life enrichment allowance of up to €95 per month for services including gym, yoga, fitness classes, massages, childcare, and therapy
> Dedicated learning opportunities including using tools like Learnably with availability to use for learning resources such as books, coaches, conferences, courses, podcasts, and more
> Our open and transparent culture is reflected in our “Better Together” motto and we bring this to life by meeting once a week for our global weekly roundup (OnThursday); holding quarterly team socials, and other company-wide social events
> Expense up to £300 (or local equivalent) to purchase workstation setup equipment
> The opportunity to become a member of Onfido’s resource groups in order to learn different skills in our belonging groups
*after passing probation (3 months)
Onfido Balance
Personal hyper-growth requires a fast-moving environment, a clear career development plan and—crucially—looking after ourselves.
Onfido Balance is the toolkit we’ve developed to succinctly communicate our benefits offering:
> Our Body benefits prioritise health, wellbeing, exercise and recovery.
> Our Head benefits are focussed heavily on learning whatever your learning style, mental wellness and flexible working.
> Our Heart benefits are framed around sharing our success with our peers, our local communities and our future selves in the form of equity, corporate social responsibility and better togetherness.
Check out Life at Onfido via our LinkedIn Careers Page!
Onfido is committed to creating a diverse and inclusive work environment. We're always on the lookout for talented, passionate people and encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race or religion. If you need reasonable accommodation at any point in the application or interview process, please let us know.