Escalation Specialist

Job Description About Prosperr.io Prosperr.io is a fast-growing FinTech platform dedicated to simplifying income tax and personal finance for millions. We are building the world's first Super App for Global Income Tax. With rapid scaling in both client volume and team size, we are looking for a detail-oriented and customer-obsessed Escalation Specialist to ensure that every high-severity customer issue is resolved with speed, empathy, and accuracy. Role Overview The Escalation Specialist acts as the Owner for all high-impact customer issues across Advisory, Tax Filing, Wealth Advisory, CS, and Product. This role requires strong problem-solving ability, cross-functional coordination, and a deep understanding of high-stakes tax scenarios. You will handle escalations end-to-end, from diagnosis to root cause identification to resolution, while preventing repeat issues through structured RCA and process improvements. This role is critical in sustaining Prosperr's service quality as we scale to 35,000+ clients. Key Result Areas (KRAs) Your performance will be measured directly against the following metrics: Customer Resolution TAT Ensuring escalations are resolved within defined SLAs across advisory, onboarding, filing, wealth, and technical issues. Escalation Reduction % Reducing repeat issues by driving RCA, corrective actions, and operational improvements. Customer Satisfaction Delivering high-quality communication and service recovery during escalations. Quality Compliance Ensuring all escalations meet internal quality standards and documentation requirements. Key Responsibilities 1. End-to-End Escalation Management - Own full lifecycle of escalations: intake investigation coordination resolution closure. - Handle high-severity cases such as wrong filing, tax miscalculations, demand notices, refund disputes, wealth advisory errors, SLA breaches, onboarding failures, and product issues. - Act as the single point of contact for internal and external escalations. 2. RCA & Preventive Improvements - Conduct detailed Root Cause Analysis for all escalations. - Identify recurring patterns and collaborate with Operations Managers to implement corrective measures. - Recommend improvements in workflows, SOPs, advisor training, and CS processes. 3. Customer Communication & Service Recovery - Communicate with empathy, clarity, and accuracy to de-escalate high-stress client situations. - Provide professional written responses for email escalations, refund cases, and compliance-related issues. - Set accurate expectations on timelines and next steps. 4. Cross-Functional Coordination - Work closely with: - Tax Advisors (technical corrections, recomputations) - CSRs (follow-ups, document issues) - Wealth RMs (investment-related escalations) - Finance (refund/compensation approvals) - Product/Tech (bugs, portal issues) - Business Unit Leads (L3/L4 escalations) - Ensure timely updates and closure on all pending escalations. Candidate Requirements Experience - 3-5 years of experience in Escalations, Quality Assurance, Customer Success, or Support Operations in a high-growth B2C, FinTech, SaaS, or compliance-driven environment. Technical Knowledge - Comfort working with Google Sheets/Excel, CRMs, and ticketing tools (Freshdesk/Zendesk). Competencies - Strong communication skills with the ability to handle sensitive escalations. - An analytical mindset with experience in RCA and writing detailed incident reports. - High ownership, calm under pressure, and the ability to manage complex multi-team dependencies. - Process-driven, with attention to detail and follow-through. Why Join Prosperr.io Impact Be the fixer behind the scenes who safeguards customer trust and ensures operational excellence. Growth Work directly with leadership, solve high-impact cases, and grow into Quality Lead / Process Excellence roles. Culture Collaborative, meritocratic, and customer-obsessed, where your contribution directly impacts customer experience and internal quality.