Unchained

Support Escalations Manager

Austin, TX, Remote (United States)

Sponsorship not specifiedDetected 19 hours ago

Incident ResponseJiraHubSpotSalesforceZendeskLeadershipCommunicationMicrosoft OfficeInternal Audit

About the role

You will serve as a trusted bridge among Risk Governance, Client Services, Product, Compliance, Security, and business teams to protect clients, reduce operational exposure, and help Unchained scale responsibly.
Coordinate ownership, decision-making, impact documentation, containment, and remediation for significant operational incidents.
Provide calm, credible communication to high-value or at-risk clients and senior stakeholders while balancing transparency, advocacy, compliance, and sound judgment.

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.
Drive root cause analysis.
Lead structured reviews across people, process, technology, and third parties; track corrective and preventive actions and validate their effectiveness.
Support the design, documentation, and continuous improvement of operational risk frameworks, controls, self-assessments, and issue-management practices.
Bring together Risk Governance, Client Services, Product, Compliance, Security, and other stakeholders to deliver cohesive, client-centered 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.

You have succeeded in financial services, fintech, digital assets, banking, insurance, or another highly regulated environment.
Proven escalation leadership.
You can interpret qualitative and quantitative data, identify patterns, assess risk, prioritize competing demands, and turn findings into practical action.
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 are comfortable working with AI, Google Workspace and Microsoft Office, and you reside in the United States.
You have experience working in the Bitcoin or digital asset industry.

This listing is sourced directly from Unchained's careers page and normalized into a canonical job model.