Senior Escalations Specialist, MX Operations

Current•New York, NY

About The Position

Current is a consumer fintech platform serving more than five million members. The Senior Escalations Specialist joins the MX Operations team in New York and handles the most complex, least-defined problems in the member experience. The role owns escalated cases across support channels, investigates root causes, troubleshoots issues, and drives resolutions within defined SLAs. It partners with Product, Engineering, and other business units to report and resolve underlying bugs and process issues, while also providing guidance to teammates on difficult cases. The specialist closes the loop on each escalation by sharing insights with the teams able to improve guidance, products, processes, and routing. The role suits someone comfortable with ambiguity who can independently investigate incomplete information, build a sound path to resolution, and advocate for member needs.

Requirements

At least 5 years of experience in escalations, senior support, member or customer experience, or a related support role.
Ability to operate in ambiguity, work without a defined playbook, and build a sound resolution path from incomplete information.
Resourcefulness and ability to learn new systems, frameworks, and processes quickly, with initiative to build solutions.
Strong root cause analysis skills and ability to identify what went wrong beyond the symptoms reported by a member.
Ability to apply complex regulatory requirements competently and analyze, summarize, and communicate fact-based findings.
Excellent written and verbal communication skills, with judgment to adapt tone for member-facing resolutions and internal communication with senior stakeholders.
Ability to manage a high-stakes queue against SLAs without sacrificing quality.

Nice To Haves

Experience in fintech, banking, or another regulated or high-trust industry.
Experience with ticketing platforms such as Zendesk or Salesforce Service Cloud.
Familiarity with fraud, disputes, or regulatory complaint handling.
Experience partnering with Trust and Safety, Compliance, or Legal on sensitive escalations.
Experience working with or overseeing escalations sourced from outsourced partner teams.
Prior experience mentoring or acting as an escalation point for other specialists.
Proficiency with AI tools used in a support or escalations environment.

Responsibilities

Own and resolve escalations within defined SLAs, including complex cases involving account access, transactions, disputes, and fraud.
Analyze cases that could not be resolved earlier in the support process, determine root causes, and identify missing context.
Use sound judgment on sensitive or ambiguous cases when standard playbooks do not apply, and develop a defensible path to resolution.
Collaborate with business units to identify issues, surface trends, and address problems generating escalations.
Guide team members on complex cases, including high-stakes interactions with frustrated members or members facing significant issues.
Identify, document, and report bugs surfaced through escalations, and work with business unit partners to prioritize and resolve them.
Incorporate findings from resolved escalations into knowledge articles, guidance, and routing to prevent repeat escalations.
Collaborate with Product leadership to identify member sentiment, understand the member experience, and advocate for member needs in product decisions.
Identify trends in escalation volume and report them to MX Operations and business unit leadership.
Surface process gaps and propose improvements to the escalation model as the support model matures.