CX - Escalations Manager
Gurugram, Haryana, India
Posted on Jul 11, 2026
About The Company
Founders today are building global companies from day one — but the systems that manage their money were built for a different era. Aspire exists to change that!
We’re building the financial operating system for global founders, bringing banking, software, and automation into a single platform so businesses can move faster across borders and stay focused on building.
Aspire is built by people who think from first principles, care deeply about solving hard problems, and take real ownership of their work. Our team brings global experience from leading fintech and technology companies, and many of us are former founders and operators who understand what it takes to build thoughtfully, make trade-offs, and deliver at scale in a global environment.
Backed by leading global investors including Y Combinator, Peak XV, and Lightspeed, Aspire has been trusted by more than 50,000 startups and growing businesses worldwide to manage their finances since 2018. Together with partners like J.P. Morgan, Visa, and Wise, we’re building for the next generation of global companies.
About The Role
We are looking for a customer-focused and experienced CX Associate Manager with strong product knowledge and escalations management capabilities. In this role, you will manage complex customer relationships, lead cross-functional escalations—including payment and product-related issues—and oversee the end-to-end escalation management process. You will be responsible for analysing customer feedback, identifying root causes of friction, and collaborating with product, engineering, and compliance teams to drive meaningful improvements across customer journeys.
What you will be doing?
Founders today are building global companies from day one — but the systems that manage their money were built for a different era. Aspire exists to change that!
We’re building the financial operating system for global founders, bringing banking, software, and automation into a single platform so businesses can move faster across borders and stay focused on building.
Aspire is built by people who think from first principles, care deeply about solving hard problems, and take real ownership of their work. Our team brings global experience from leading fintech and technology companies, and many of us are former founders and operators who understand what it takes to build thoughtfully, make trade-offs, and deliver at scale in a global environment.
Backed by leading global investors including Y Combinator, Peak XV, and Lightspeed, Aspire has been trusted by more than 50,000 startups and growing businesses worldwide to manage their finances since 2018. Together with partners like J.P. Morgan, Visa, and Wise, we’re building for the next generation of global companies.
About The Role
We are looking for a customer-focused and experienced CX Associate Manager with strong product knowledge and escalations management capabilities. In this role, you will manage complex customer relationships, lead cross-functional escalations—including payment and product-related issues—and oversee the end-to-end escalation management process. You will be responsible for analysing customer feedback, identifying root causes of friction, and collaborating with product, engineering, and compliance teams to drive meaningful improvements across customer journeys.
What you will be doing?
- Champion end-to-end customer experience across key financial products including Cards, SWIFT payments, Compliance/KYC, Investment Solutions, and API integrations.
- Collaborate closely with Product, Engineering, and Compliance to enhance product usability and proactively eliminate recurring customer pain points.
- Lead the full client experience issues—from detection to resolution—ensuring timely recovery and minimal impact on customers.
- Coordinate cross-functional responses, streamline escalation protocols, and continuously improve incident management frameworks.
- Investigate complex, customer-reported issues; perform root cause analysis and partner with Engineering and Product for resolution.
- Consolidate customer feedback across CX channels, translating it into actionable product insights to influence roadmap and feature prioritization.
- Design and implement initiatives to improve the customer journey across all channels and lifecycle stages.
- Act as the voice of the customer in cross-functional discussions, aligning experience strategy with business goals.
- Monitor key CX metrics (e.g., CSAT, TTR), identify trends, and recommend actions to improve performance and satisfaction.
- Deliver regular insights and reports to leadership to support data-driven decision-making and continuous CX optimization.
- Stay up-to-date on the latest trends, tools, and best practices in customer experience management.
- Benchmark Aspire’s experience against industry leaders to ensure a competitive and customer-first service model.
- Bachelor's degree in Business, Finance, or a related field.
- Minimum of 2 years of experience in customer experience management, incident management, or a related role.
- Strong understanding of customer experience principles and escalation management processes.
- Excellent communication and interpersonal skills.
- Proven ability to analyse data and translate insights into actionable strategies.
- Experience collaborating with cross-functional teams to drive process improvements.
- Ability to manage multiple tasks and projects simultaneously in a fast-paced environment.
- Proficiency in customer relationship management (CRM) software and AI tools.
- Experience in FinTech or financial services with exposure to banking products and payments.
- Strong technical troubleshooting and root cause analysis capabilities.
- Proven experience in customer journey optimization and service design.
- Proficiency in CX analytics and data-driven decision-making using metrics like CSAT and TTR.
- Excellent cross-functional stakeholder management and leadership skills.