Executive Escalation Analyst

TL;DR

Executive Escalation Analyst (Crypto): Investigating, troubleshooting, and resolving complex hirify.global customer issues across multiple channels with an accent on effective communication with internal and external stakeholders and driving impactful changes based on customer feedback. Focus on maintaining an investigative mindset to address critical customer issues and building operational processes for program scalability.

Location: This is a hybrid role, requiring in-person participation at team and company-wide offsites multiple times annually. Must be a US applicant.

Salary: $40.64–$47.81 USD per hour. Full-time offers also include bonus eligibility, equity eligibility, and benefits.

Company

hirify.global is a product company building the emerging onchain platform to increase economic freedom in the world.

What you will do

• Investigate, troubleshoot, and resolve hirify.global customer issues across multiple channels as part of the Speciality Operations Executive escalations management program.
• Communicate effectively and empathetically with internal and external stakeholders.
• Serve as an escalation point for the Customer Experience organization, guiding decisions with Product Managers, Legal, and other stakeholders.
• Occasionally interact with hirify.global customers in public support channels.
• Represent the voice of the customer to proactively drive impactful changes across workflows, policies, and tools.
• Maintain an investigative mindset to address critical customer issues, focusing on next-issue avoidance and developing scalable operational processes.

Requirements

• Motivated by hirify.global’s mission and committed to creating a seamless support experience.
• Experience with CRM tooling, such as Salesforce.
• Comfortable responding to high-level internal stakeholders, including executives and board members.
• Demonstrated experience with end-to-end customer issue management.
• Must work in a defined shift as required by the business.
• Must be able to work both Saturday and Sunday.
• Minimum of 2 years of relevant experience in escalation management and/or customer support.
• Exceptional communication skills for operating across multiple departments and stakeholders.
• Must be able to read, write and speak in English.

Nice to have

• Experience at crypto exchanges or in financial services.
• Advanced experience in project management, analytics, or quality assurance.
• Advanced degree in business, finance, customer experience, and/or blockchain.
• Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.

Culture & Benefits

• Comprehensive Medical, Dental, and Vision Plans with generous employee contributions.
• Health Savings Account with company contributions.
• Disability and Life Insurance.
• 401(k) plan with company match.
• Wellness Stipend, Mobile/Internet Reimbursement, and Connections Stipend.
• Volunteer Time Off, Fertility Counseling and Benefits.
• Generous Time off/Leave Policy.
• Option of getting paid in digital currency.

Hiring process

• Initial screening interviews may be conducted using an AI tool based on machine learning technologies.
• A human recruiter will review interview responses (voice recording and/or transcript).
• An AI interview intelligence platform may be used to transcribe and summarize interview notes.