At Clicklease, we're on a unique mission – to empower the small business owners often overlooked by traditional lenders. If you're considering joining our team, envision yourself at the heart of our vibrant headquarters in West Valley City, UT, or contributing to our impactful operations from Radial, Alajuela, Costa Rica. At Clicklease, we've cultivated a dynamic work environment that goes beyond routine services. At Clicklease, you'll play a pivotal role in transforming equipment financing into a gateway for entrepreneurs to turn their dreams into reality. If you're passionate about purpose-driven work, innovation, and making a tangible impact, Clicklease is where your career journey begins.

Join us in shaping a future where every business owner has the opportunity to thrive.

Compensation: Salary in $USD
Modality: On-Site
Schedule: Monday through Friday

We are seeking a highly skilled and experienced Escalation Support Manager to lead our internal escalation support efforts in the fintech and corporate business leasing space. This role is critical in ensuring seamless coordination of escalations, driving cross-departmental collaboration, and delivering exceptional support experiences. The ideal candidate is an exceptional communicator, thrives in high-pressure situations, and is adept at optimizing processes while managing key performance metrics.

Responsibilities:

What you'll be doing:

• Lead and manage a team of escalation support specialists, providing direct supervision, mentorship, and performance management.

• Serve as the primary point of contact for high-priority escalations, focusing on sales-related issues while addressing technical, billing, and account management challenges.

• Actively refine and execute escalation processes to ensure efficiency, alignment with business goals, and adherence to SLA requirements.

• Collaborate with cross-functional teams, including sales, technical support, and account management, to resolve complex issues and improve overall service delivery.

• Monitor and report on performance metrics, including Customer Satisfaction (CSAT), time to first response, and time to resolution, identifying trends and areas for improvement.

• Use tools such as Jira, Salesforce, Confluence, and Databases to manage workflows, track escalations, and produce detailed analytics reports.

• Develop and maintain strong relationships with internal and external stakeholders, acting as a liaison to streamline communication and resolve conflicts.

• Facilitate knowledge sharing and process alignment across teams using collaboration tools like Microsoft Teams.

• Proactively identify opportunities to enhance escalation management strategies, leveraging data-driven insights and industry best practices.

What you have:

• At least 10 years of experience in customer support, with a minimum of 5 years in a leadership or escalation management role, preferably within fintech or corporate business services.

• Strong experience with Jira, Salesforce, and familiarity with database tools such as Microsoft SQL, PostgreSQL, or Snowflake.

• Proven ability to monitor and improve key support metrics, including CSAT, response times, and resolution times.

• Exceptional communication and interpersonal skills, with a demonstrated ability to triage complex issues, facilitate collaboration, and align diverse teams toward a common goal.

• Solid understanding of escalation workflows and process optimization techniques.

What will make you stand out:

• Experience in mentoring and managing direct reports to achieve peak team performance.

• Experience working in fast-paced, high-growth environments with cross-departmental collaboration.

• Must have strong English and the ability to communicate fluently both written and verbally.

• Diploma in computer science, information technology, or relevant experience.

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Clicklease is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to ensuring that all employees and job applicants are treated with respect and dignity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.