Overview
This opportunity is with a
global fintech client
known for driving innovation in digital finance and decentralized technologies. The role is ideal for professionals seeking dynamic, high-impact work in a fast-paced environment, with flexibility through contingent engagement. You'll be embedded in a high-profile support function, helping shape the future of financial systems through customer-centric operations and process excellence. While many roles are remote-first, occasional in-person participation is expected for team-wide and company-wide offsites to foster collaboration and alignment.
What You'll Be Doing
* Investigate and resolve customer complaints submitted via multiple support channels.
* Document issues and resolutions with speed and precision.
* Manage Tier 2 escalations and complex inquiries with minimal guidance.
* Communicate tactfully and empathetically with internal and external stakeholders.
* Set performance benchmarks for support analysts through example and execution.
* Lead investigations across all complaint pillars and channels.
* Act as a Subject Matter Expert (SME) to assess workflows and drive improvements.
* Identify process gaps and propose actionable enhancements.
* Streamline operations and boost team productivity.
* Represent the customer voice in shaping workflows, policies, and tooling.
* Support legal teams with evidence analysis and issue research.
* Organize documentation and manage data with high accuracy.
* Create visualizations to highlight complaint trends and customer insights.
* Influence internal change through feedback loops and escalation insights.
* Present confidently to stakeholders across all levels.
* Adapt quickly to evolving priorities and organizational shifts.
What We Look For
* Passion for delivering seamless support experiences in a global fintech environment.
* Willingness to work defined shifts and attend in-office sessions as needed.
* Background in complaints, compliance, regulatory affairs, fraud, disputes, or legal/litigation.
* Minimum 4 years' experience in complaint handling within financial investigations, legal, or tech sectors.
* Experience across support channels including chat and email.
* Strong root cause analysis and problem-solving mindset.
* Adaptability in fast-paced, high-change environments.
* Excellent communication skills across global teams and departments.
* Ability to manage pressure and multiple priorities.
* High attention to detail and data accuracy.
* Fluent in English (written and spoken).
Nice to Haves
* Experience in project management, analytics, or vendor oversight.
* Advanced degree in law, finance, or customer experience (CX).
* Proficiency in Google Apps, JIRA, Salesforce, and Excel.
* Familiarity with compliance frameworks and regulations impacting Web3 and crypto.