Support Escalations Manager

Unchained

Support Escalations Manager leading complex client escalations at Unchained, a bitcoin financial services company. Enhancing operational risk management and cross-functional collaboration.

Posted 7/21/2026full-timeRemote • Texas • 🇺🇸 United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing complex client escalations and operational incidents while ensuring effective communication and collaboration across cross-functional teams. Proficient in risk management, root cause analysis, and the development of operational frameworks to enhance process efficiency and compliance.

Highest-signal resume keywords

Client Support OperationsIncident ManagementRisk OperationsEscalation LeadershipOperational Risk Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Root Cause AnalysisIssue ManagementControl TestingData AnalysisKPI Development

Soft Skills

Influential CommunicationAnalytical Problem SolvingJudgmentAccountability

Tools & Technologies

ZendeskHubSpotSalesforceServiceNowJira

Certifications & Qualifications

Risk Management CertificationCompliance CertificationAudit CertificationProject Management Certification

Industry Keywords

Financial ServicesFintechDigital AssetsBankingInsurance

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Own complex escalations. Lead high-impact and sensitive client escalations from intake through resolution, with clear action plans, regular updates, and timely closure.
Lead incident and risk-event response. Coordinate ownership, decision-making, impact documentation, containment, and remediation for significant operational incidents.
Drive root cause analysis. Lead structured reviews across people, process, technology, and third parties; track corrective and preventive actions and validate their effectiveness.
Strengthen risk and controls. Support the design, documentation, and continuous improvement of operational risk frameworks, controls, self-assessments, and issue-management practices.
Coordinate cross-functional resolution. Bring together Risk Governance, Client Services, Product, Compliance, Security, and other stakeholders to deliver cohesive, client-centered outcomes.
Communicate with confidence. Provide calm, credible communication to high-value or at-risk clients and senior stakeholders while balancing transparency, advocacy, compliance, and sound judgment.
Use data to improve outcomes. Maintain escalation and risk-event reporting, define useful KPIs and KRIs, identify trends, and translate findings into clear recommendations.
Build better processes. Develop and refine procedures, workflows, playbooks, policies, and tools to improve response quality, clarify ownership, reduce recurrence, and shorten resolution timelines.
Assess emerging risk. Identify operational risks tied to vendors, partners, and changing business processes and partner with stakeholders on practical mitigation strategies.

Requirements

What you’ll need

7+ years of progressive experience in client support operations, incident management, risk operations, compliance, internal controls, or a related function, including at least 2 years of people leadership or formal program leadership.
You have succeeded in financial services, fintech, digital assets, banking, insurance, or another highly regulated environment.
Proven escalation leadership. You can manage high-stakes client issues, operational incidents, and cross-functional remediation calmly and effectively under pressure.
Risk and controls knowledge. You understand operational risk, issue management, internal controls, root cause analysis, control testing, and risk and control self-assessments.
Influential communicator. You demonstrate strong judgment, accountability, and executive communication skills and can influence without relying solely on formal authority.
Analytical problem solver. You can interpret qualitative and quantitative data, identify patterns, assess risk, prioritize competing demands, and turn findings into practical action.
Systems fluency. You have experience with ticketing, case-management, or workflow platforms such as Zendesk, HubSpot, Salesforce, ServiceNow, Jira, or comparable tools.
You hold a bachelor's degree or have equivalent relevant experience.
You hold a relevant certification in risk, compliance, audit, fraud, or project management. (Even Better)
You have experience working in the Bitcoin or digital asset industry.

Benefits

Comp & perks

Company paid medical, dental, and vision coverage
401k with employer match
Employee stock options
Unlimited PTO
Training & development opportunities