What are the responsibilities and job description for the Escalation & Case Management Lead position at Wise Pelican?
Job Title : Escalation & Case Management Lead
Department : Customer Experience
Location : Remote / In-Office (as applicable)
Reports To : Head of Customer Success
Position Overview
Wise Pelican is seeking a detail-oriented and analytical Escalation & Case Management Lead to manage complex customer issues and system-related escalations. This role is responsible for investigating customer concerns, working closely with Support and Development teams, and identifying root causes to improve the overall user experience. The ideal candidate will have a technical aptitude, experience navigating Stripe and backend systems, and the ability to recommend UX improvements based on data-driven insights. If you enjoy problem-solving, uncovering patterns, and streamlining processes, this role is perfect for you.
Key Responsibilities
Escalation & Investigation Management
- Act as the primary investigator for escalated customer concerns that go beyond standard support processes.
- Work closely with Support and Development teams to diagnose system issues, payment discrepancies, and process gaps.
- Navigate Stripe and internal backend systems to analyze transactions and identify the source of customer issues.
- Track and categorize escalations to identify recurring issues and recommend process or system improvements.
- Serve as Wise Pelican’s “Private Investigator” for customer cases where initial offers or standard operating procedures have been rejected.
- Handle chargebacks, including investigating disputes, gathering necessary evidence, and working with Stripe to ensure proper resolution.
Process & System Analysis
Customer Interaction & Case Handling
Qualifications & Experience
Key Performance Indicators (KPIs)
Why Join Us?
At Wise Pelican, we foster a collaborative, customer-first culture where every team member plays a crucial role in our growth. We offer :
Application Process
Are you ready to take on a detective-style role in customer experience? Apply today by submitting your resume and a brief cover letter detailing your investigative skills and experience in technical troubleshooting.
