> Markdown version of [/jobs/ext/1377341-support-escalations-manager](https://www.wearedevelopers.com/jobs/ext/1377341-support-escalations-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Escalations Manager - **Company:** Unchained Capital - **Location:** Austin, TX, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, JIRA, Digital Assets, Microsoft Office, Salesforce.Com, Gsuite, Bitcoin, Hubspot, Zendesk, Servicenow - **Published:** July 22, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=c6fa4ebf1a4e89ee ## About the Role * Experienced operator. You bring 7+ years of progressive experience in client support operations, incident management, risk operations, compliance, internal controls, or a related function, including at least 2 years of people leadership or formal program leadership. * Regulated-industry background. You have succeeded in financial services, fintech, digital assets, banking, insurance, or another highly regulated environment. * Proven escalation leadership. You can manage high-stakes client issues, operational incidents, and cross-functional remediation calmly and effectively under pressure. * Risk and controls knowledge. You understand operational risk, issue management, internal controls, root cause analysis, control testing, and risk and control self-assessments. * Influential communicator. You demonstrate strong judgment, accountability, and executive communication skills and can influence without relying solely on formal authority. * Analytical problem solver. You can interpret qualitative and quantitative data, identify patterns, assess risk, prioritize competing demands, and turn findings into practical action. * Systems fluency. You have experience with ticketing, case-management, or workflow platforms such as Zendesk, HubSpot, Salesforce, ServiceNow, Jira, or comparable tools. * Education. You hold a bachelor's degree or have equivalent relevant experience. * Work tools and location. You are comfortable working with AI, Google Workspace and Microsoft Office, and you reside in the United States. Even Better * You hold a relevant certification in risk, compliance, audit, fraud, or project management. * You have experience working in the Bitcoin or digital asset industry. ## Description Unchained is seeking a Support Escalations Manager to join as a senior operational leader who owns complex client escalations and helps strengthen Unchained's operational risk programs. You will lead high-impact issues from intake through resolution, client engagement, coordinate cross-functional incident response, and drive lasting improvements across people, processes, technology, and third parties. 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., * 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. Coordinate ownership, decision-making, impact documentation, containment, and remediation for significant operational incidents. * Drive root cause analysis. Lead structured reviews across people, process, technology, and third parties; track corrective and preventive actions and validate their effectiveness. * Strengthen risk and controls. Support the design, documentation, and continuous improvement of operational risk frameworks, controls, self-assessments, and issue-management practices. * Coordinate cross-functional resolution. Bring together Risk Governance, Client Services, Product, Compliance, Security, and other stakeholders to deliver cohesive, client-centered outcomes. * Communicate with confidence. Provide calm, credible communication to high-value or at-risk clients and senior stakeholders while balancing transparency, advocacy, compliance, and sound judgment. * Use data to improve 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. * Assess emerging risk. 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