Escalation Manager, EMEA

Aspire is the leading all-in-one finance operating system for growing businesses in APAC. We are on a mission to reinvent business finance for a new generation of entrepreneurs and business owners, empowering startups and MSME to realise their full potential.

Founded in 2018, Aspire has raised over USD 300M+ across equity and debt from world-class investors. In 2023, we successfully closed an oversubscribed USD 100 million Series C equity round led by Sequoia Capital and Lightspeed Ventures with participation of Tencent, Paypal Ventures, LGT Capital Partners, Picus Capital and MassMutual Ventures. To power our solutions, we have partnered with some of the best companies in the world such as Visa and Wise and helped more than 50,000 businesses using our suite of products.

For 2 consecutive years in 2022 & 2023, Aspire has been awarded Best Employer of the Year and Startup of the year by Asia FinTech Awards, and also LinkedIn’s Top Startup in Singapore. In 2023, we also made it to CB Insights’ Top 100 Global Fintech List.

You will be amazed by the energy and experience of our team! Aspire serves as an environment for you to innovate and drive change with our team of ex-entrepreneurs, ex-founders, and high-achievers with international and diverse backgrounds.

Are you a top talent who is passionate about entrepreneurship? Join our rapidly growing team to make an impact in the fintech space!

About the Team

At Aspire, we are committed to empowering our customers throughout their journey with us. Our Operations Team ensures customers can operate seamlessly on our platform, and guarantee the best customer experience possible.

About the Role

You are responsible for ensuring the effective resolution of escalations and maintaining high levels of client satisfaction.

Key responsibilities covering:

• Oversee and manage the escalation process, ensuring timely and effective resolution of complex issues.
• Handle high-priority escalations with a focus on achieving positive outcomes for clients.
• Stakeholder Engagement:
• Build and maintain strong relationships with internal and external stakeholders.
• Influence and collaborate with stakeholders to drive resolution of escalations and implement improvements.
• Payment Process Expertise:
• Utilize in-depth knowledge of payment processes to identify, analyze, and resolve issues.
• Continuously monitor and evaluate payment systems to ensure optimal performance and compliance.
• Deliver exceptional client service by understanding client needs and ensuring their concerns are addressed promptly and effectively.
• Act as the primary point of contact for clients during escalations, providing clear and consistent communication.
• Insight Gathering and Reporting:
• Gather and analyze data to identify trends, root causes, and areas for improvement.
• Provide regular reports and insights to senior management, offering recommendations for process enhancements.
• Lead and mentor a team of escalation specialists, fostering a culture of excellence and continuous improvement.
• Ensure the team is well-trained and equipped to handle escalations efficiently.

Minimum Qualifications

• Bachelor's degree in Business, Finance, or a related field.
• Proven experience in managing escalations within the fintech or payment industry.
• Strong understanding of payment processes and systems.
• Excellent client service skills with a client-centric approach.
• Demonstrated ability to influence and collaborate with stakeholders at all levels.
• Exceptional analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic environment.
• Single Euro Payments Area (SEPA) experience.
• Familiarity with the EMEA market and regulatory environment.

Preferred Qualifications

• Proficiency in data analysis tools and reporting.

What we offer

• Uncapped flexible annual leave.
• Training subsidy for your professional growth.
• Wellness benefit.
• Team bonding budget to foster collaboration and sense of belonging.
• Flexibility to work from anywhere (for up to 90 days per annum).
• Culture is Key: We always strive to cultivate a special culture that brings special talents together.

Equal Opportunity Statement

Aspire is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by applicable laws.