Escalation Fastlane Specialist

About Payoneer

Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.

By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.

Role Summary

The Escalation Fastlane Specialist will serve as the primary point of contact for VIP and high-tier clients, providing end-to-end solutions and ensuring seamless communication with internal teams.

This role requires a deep understanding of clients business needs, proactive problem-solving, and the ability to foster strong, long-term relationships.

Manila | Hybrid | Full Time

What You’ll Do

• Serve as the main contact for VIP and high-tier clients, building and maintaining strong, long-term relationships.
• Understand clients business needs, goals, and challenges to provide tailored solutions and troubleshoot issues with different departments.
• Anticipate client needs and proactively offer support
• Coordinate with internal teams (e.g., GTM, sales, support ,GBT, risk, product, technical teams) to ensure seamless service delivery.
• Oversee onboarding, implementation, and ongoing support processes.
• Ensure clients receive high-priority support and timely resolutions to issues.
• Act as an advocate for VIP clients within the organization to influence product development and service improvements.
• Identify and flag potential risks on VIP accounts for retention or satisfaction.
• Seek opportunities to enhance account management processes.
• Participate in training and development to improve skills and knowledge.
• Identify opportunities for upselling, cross-selling, and renewals.
  
  

• Ability to challenge conventional approaches and explore new ideas to enhance service delivery and client engagement.
• Overall, 5 years of experience in customer service with proven 2 years’ experience in client relationship management, preferably with VIP or high-profile clients.
• Strong understanding of account management.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with internal teams and manage multiple priorities.
• Proactive problem-solving skills and attention to detail.
• Knowledge of industry trends and market developments.
• Fluency in English is required. Proficiency in Vietnamese, Korean, Japanese is an advantage.