Customer Escalations Manager (Identity Verification)

Location: London, United Kingdom (Onfido)

Company

hirify.global develops identity-centric security solutions and serves customers in more than 150 countries.

What you will do

• Manage customer escalations from planning through execution and delivery of high-quality outcomes.
• Tri­age escalation requests using knowledge of Identity Verification products and customer use cases.
• Lead cross-functional meetings with Sales, Product, Engineering, Customer Support, and Customer Success.
• Keep business leaders informed about critical customer escalations through decision forums.
• Work within SLAs to drive timely decisions and maintain customer communication.
• Use data and commercial outcomes to prioritize issues, influence product roadmaps, and improve escalation processes and documentation.

Requirements

• At least 5 years of experience in customer support, project management, or escalation management.
• Strong project management, organization, planning, analytical, and problem-solving skills.
• Excellent interpersonal, communication, collaboration, and stakeholder-influencing skills.
• Comfort with technical topics, including APIs, SDKs, and web applications.
• Ability to manage multiple priorities with diligence, patience, friendliness, and attention to detail.
• Fluent spoken and written English required.

Nice to have

• Experience managing and resolving escalated mission-critical issues.
• Technical background and familiarity with Agile environments.
• Experience with Jira, Salesforce Service Cloud, or Looker.

Culture & Benefits

• Flexible work options are available across remote, hybrid, and onsite arrangements.
• Career growth and learning-focused development initiatives.
• Collaborative environment focused on sharing ideas and building solutions.
• Commitment to diversity, inclusion, and respect through training and global affinity groups.