Support Escalations Manager

POSITION OVERVIEW 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. WHAT YOU'LL DO 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. Identify operational risks tied to vendors, partners, and changing business processes and partner with stakeholders on practical mitigation strategies. WHO YOU ARE 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. WHAT WE OFFER Company paid medical, dental, and vision coverage 401k with employer match Employee stock options Unlimited PTO Training & development opportunities Remote work flexibility AI-generated submissions will be automatically dismissed. ABOUT UNCHAINED Unchained offers a suite of bitcoin financial services built on top of a unique collaborative custody model. These include: buying and selling bitcoin directly to and from cold storage, bitcoin retirement accounts, bitcoin-backed loans, concierge services to educate clients on best security practices, and cold storage solutions for institutions and other businesses.