Support Escalations Manager

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🔥 4 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

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Unchained

WebsiteLinkedInAll Job Openings

51 - 200 employees

💸 Finance

₿ Crypto

🔐 Security

Finance • Crypto • Security

Unchained is a company that provides bitcoin financial services and security solutions primarily for US-based clients. They offer a range of services including Bitcoin cold storage vaults for both personal and business use, trading services that enable direct vault deposits, commercial loans using bitcoin as collateral, and Bitcoin IRAs for retirement savings. Additionally, Unchained focuses on security, with offerings like multisig vaults to enhance protection against exchange hacks. They provide resources and personalized support through various means such as concierge onboarding and a knowledge base, and they cater to both individual and enterprise customers seeking to secure their bitcoin effectively.

📋 Description

• 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

• 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

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