Jumio Corporation

Assistant Manager – Customer Escalations

Jumio Corporation

full-time

Posted on:

Location Type: Remote

Location: India

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About the role

  • Lead and manage a team of analysts responsible for reviewing and managing transaction data, ensuring quality and compliance.
  • Handle customer escalations and complex queries with professionalism and timely resolution.
  • Communicating with global customers on calls
  • Collaborate closely with cross-functional teams including Technical Support, Product, and Customer Success to improve process efficiency and customer experience.
  • Analyze transaction trends, performance metrics, and operational challenges to identify areas of improvement.
  • Prepare and present performance reports, PPT Slides, and insights using Power BI and Excel.
  • Support strategic initiatives and contribute to developing and implementing SOPs and best practices.
  • Conduct regular audits of responses and reports to identify trends, gaps, or quality issues. Conduct regular training and coaching sessions for the team to maintain high-quality output.
  • Ensure SLA adherence and drive continuous improvement in TAT and customer satisfaction scores.
  • Responsible for generating reports and insights using Salesforce and other internal tools to support operational efficiency and informed decision-making.
  • Assist the Manager in workforce planning, performance reviews, and goal setting.

Requirements

  • Bachelor’s degree in any discipline
  • 5+ years of experience in Customer Support or Customer Success, preferably in a tech or SaaS-based company
  • 4+ years of experience managing or mentoring teams in a fast-paced, customer-facing environment
  • Proven track record in handling high-impact customer escalations and quality audits
  • Strong analytical skills with hands-on experience in Excel (pivot tables, VLOOKUP, etc.) and Power BI
  • Willingness to participate in customer calls, especially during escalations or for clarification on investigation outcomes
  • Ability to collaborate with global teams and work flexible shifts across time zones
  • Excellent verbal and written communication skills, including the ability to create and present PowerPoint decks
  • Basic understanding of SDKs, Web technologies, and APIs
  • Detail-oriented with a strong problem-solving mindset and ability to perform under pressure
  • Strong adherence to processes with an analytical approach and attention to detail
  • Exposure to transaction analysis, fraud detection, or identity verification is a plus
Benefits
  • Jumio is a collaboration of people with different ideas, strengths, interests and cultures. We welcome applications and colleagues from all backgrounds and of all statuses.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ExcelPower BItransaction analysisfraud detectionidentity verificationSDKsWeb technologiesAPIsperformance metricsSOPs
Soft Skills
leadershipanalytical skillsproblem-solvingcommunicationcollaborationdetail-orientedcustomer servicementoringtime managementadaptability