Senior Escalations Specialist (MX Operations)
Confirmed on the employer's own hiring board on Nov 3, 2026. First seen by Alion on Nov 2, 2026.
Join Current, a fast-growing fintech company, as a Senior Escalations Specialist in New York. In this role, you will handle the most complex escalations related to account access, transactions, disputes, and fraud. You will troubleshoot issues, partner with Product and Engineering, and provide guidance to other team members. This position is ideal for someone who thrives in ambiguity and has a passion for problem-solving. Benefits include company equity, flexible vacation policy, commuter benefits, discretionary bonus program, and medical, dental, and vision coverage.
Missions
- Own and resolve escalations that reach Current within defined SLAs, including complex cases spanning account access, transactions, disputes, and fraud.
- Serve as a senior resource on cases that could not be resolved earlier in the process, analyzing root causes and identifying the missing context behind each escalation.
- Collaborate with business units to identify issues, surface trends, and drive resolution of the underlying problems generating escalations.
Profil recherché
- Able to apply complex regulatory requirements in a technically competent manner, and to analyze, summarize, and communicate findings drawn from facts- Experience partnering with Trust and Safety, Compliance, or Legal on sensitive escalations
- Proven ability to operate in ambiguity, working cases without a defined playbook and building a sound resolution path from incomplete information
- Familiarity with fraud, disputes, or regulatory complaint handling
- Proficiency with AI tools used in a support or escalations environment
- 5+ years of experience in escalations, senior support, member or customer experience, or a related support role, ideally in fintech, banking, or another regulated or high-trust industry
- Strong root cause analysis skills, with the ability to look past the symptom a member reports and identify what actually went wrong
- Excellent written and verbal communication skills, with the judgment to adapt tone across member-facing resolution and internal escalation to senior stakeholders
- Experience working with or overseeing escalations sourced from outsourced partner teams
- Resourceful and quick to learn new systems, frameworks, and processes, with the drive to build solutions rather than wait for them
- Prior experience mentoring or acting as a point of escalation for other specialists
- Experience with ticketing platforms such as Zendesk or Salesforce Service Cloud
- Proven ability to manage a high-stakes queue against SLAs without sacrificing quality