Escalation Support Manager at ClickLease

At Clicklease, we are dedicated to a unique mission of empowering small business owners who are often overlooked by traditional lenders. We operate at the intersection of finance and technology, transforming equipment financing into a gateway for entrepreneurs to turn their dreams into reality. Whether you join us at our vibrant headquarters in West Valley City, Utah, or contribute to our impactful operations in Alajuela, Costa Rica, you will be part of a dynamic, purpose-driven environment. We are currently seeking an experienced Escalation Support Manager to lead our internal efforts in the fintech and corporate leasing space, helping us shape a future where every business owner has the opportunity to thrive.

Key outcomes

• Provide direct supervision, mentorship, and performance management for a team of escalation support specialists.
• Serve as the primary point of contact for high-priority escalations, specifically addressing sales, technical, billing, and account management challenges.
• Refine and execute escalation processes to ensure they remain efficient, aligned with business goals, and compliant with service level agreements.
• Facilitate cross-functional collaboration with sales, technical support, and account management teams to resolve complex issues and improve service delivery.
• Monitor and report on critical performance metrics, such as Customer Satisfaction (CSAT), time to first response, and time to resolution, to identify trends and improvement opportunities.
• Utilize tools like Jira, Salesforce, and various database systems to manage workflows, track escalations, and generate detailed analytics.
• Act as a liaison between internal and external stakeholders to streamline communication and resolve conflicts.
• Foster knowledge sharing and process alignment across the organization using collaboration platforms like Microsoft Teams.

Requirements

• At least 10 years of experience in customer support, with a minimum of 5 years in a leadership or escalation management capacity, preferably within fintech or corporate business services.
• Proficiency in using Jira and Salesforce, along with familiarity with database tools such as Microsoft SQL, PostgreSQL, or Snowflake.
• Proven track record of monitoring and improving key support metrics, including CSAT and resolution times.
• Exceptional communication and interpersonal skills, with the ability to triage complex issues and align diverse teams toward common goals.
• Strong understanding of escalation workflows and process optimization techniques.
• Fluency in English, both written and verbal.

Preferred qualifications

• Experience mentoring direct reports to achieve high levels of team performance.
• Background in working within fast-paced, high-growth environments that require significant cross-departmental collaboration.
• A diploma in computer science, information technology, or a related field.

Compensation

We offer a competitive benefits package designed to support your well-being and long-term security. Our offerings include:

• 401(k) retirement plan with company match.
• Generous paid time off and 11+ holidays.
• Comprehensive health, dental, and vision insurance.
• Company-paid life and disability insurance.
• Access to the HealthJoy benefits platform and telehealth services.
• The opportunity to perform meaningful work within a supportive, hybrid, or remote-friendly environment.

How to apply

If you are passionate about innovation and making a tangible impact, we invite you to join our team. Please submit your application to be considered for this role and help us continue making financing accessible for small businesses everywhere.