Assistant Manager - Customer Escalations

We are seeking a dynamic and experienced Assistant Manager – Transaction Analysis (Customer Escalations) to join our operations team. This role is ideal for a professional with a strong background in fraud detection, transaction review, and customer escalation management within a Tech or SaaS environment.

The candidate will be responsible for managing a team, handling high-impact escalations, driving root cause analysis, and collaborating with cross-functional teams to enhance detection capabilities and operational efficiency.

• →Lead and manage a team of analysts responsible for transaction reviews, fraud detection, and quality assurance, ensuring adherence to defined standards and SLAs
  
  
• →Act as the primary point of contact for customer escalations, handling complex cases with structured investigation and clear communication
  
  
• →Conduct deep-dive analysis and root cause analysis (RCA) on escalations to identify trends such as false positives, fraud patterns, and model gaps
  
  
• →Collaborate closely with Product, Engineering, and Customer Success teams to share insights and support improvements in fraud detection models and workflows
  
  
• →Analyze transaction trends, operational metrics, and customer feedback to identify improvement opportunities
  
  
• →Prepare and present insightful reports, dashboards, and executive summaries using Excel, Power BI, and Google slides
  
  
• →Drive process improvements and automation initiatives by identifying repetitive tasks and inefficiencies
  
  
• →Conduct quality audits, case reviews, and coaching sessions to maintain high standards across the team
  
  
• →Ensure SLA adherence, TAT improvement, and customer satisfaction metrics are consistently met
  
  
• →Leverage Salesforce and internal tools to generate reports, track trends, and support data-driven decision-making
  
  
• →Support the Manager in workforce planning, performance management, and goal setting
  
  

• Bachelor’s degree in any discipline
  
  
• 5+ years of experience in Customer Support, Customer Success, or Fraud/Transaction Analysis, preferably in a SaaS or Tech environment
  
  
• 3–5 years of experience in team handling or mentoring in a customer-facing environment
  
  
• Strong experience in handling high-impact escalations and conducting RCA
  
  
• Hands-on expertise in Excel (advanced functions), Power BI, and Google slides
  
  
• Strong communication skills with experience in customer calls and stakeholder management
  
  
• Ability to work with global teams and across time zones
  
  
• Basic understanding of APIs, SDKs, and web-based workflows
  
  
• Strong analytical mindset with attention to detail and ability to perform under pressure
  
  
• Exposure to fraud detection, KYC, identity verification, or transaction monitoring is highly preferred
  
  

• Experience with Salesforce CRM and ticketing workflows
  
  
• Familiarity with machine learning-driven systems or decisioning engines
  
  
• Experience in process optimization, automation, or workflow design
  
  

• Strong ownership and accountability
  
  
• Analytical and data-driven mindset
  
  
• Clear and confident communicator
  
  
• Adaptable and solution-oriented
  
  
• High attention to detail with big-picture thinking
  
  
• Resilient and comfortable in high-pressure environments

IDEAL: Integrity, Diversity, Empowerment, Accountability, Leading Innovation

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.

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 privacy@jumio.com.