Senior/Customer Escalations Coordinator

Career Growth, Flexibility and Collaboration!

Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!

The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

About the Team

You'll be joining the team leading Entrust's Identity portfolio, including the solutions  formerly Onfido (AI-powered digital identity solution). With the completed acquisition, Entrust now provides the industry's most comprehensive portfolio of AI-powered, identity-centric security solutions.

Our technology helps businesses verify real identities using AI and biometrics, ensuring secure remote customer and business onboarding. By assessing government-issued IDs and facial biometrics with innovative dashboards and fraud signals, we provide companies with the assurance they need to operate securely while allowing people to access services quickly and safely.

The Onfido Escalation Management function has two parts; a: Managing known and reported customer escalations (Reactive Escalation Management), b: Managing potential escalations (Proactive Escalation Management). As a part of the Customer Escalations team, you will manage Mission Critical Customer Escalations as an individual contributor to ensure customer satisfaction.

Our Senior/Customer Escalation Coordinators identify recurrent issues and trends, partner with cross-functional teams and coordinate their efforts to deliver timely resolution and mitigate business-impacting problems. They are comfortable talking about technical matters with businesspeople and business matters with technical people and have a deep understanding of Onfido products and services. The perfect candidate has strong interpersonal skills, enjoys making customers happy, working closely with other departments, and has a keen eye for investigation and detail.

What you will do:

• Lead and manage customer escalations as projects, overseeing their planning, execution, and ensuring the delivery of high-quality outcomes that meet customer needs

• Coordinate and communicate with stakeholders at all levels to ensure alignment on project objectives and progress

• Keep Executive Management abreast of critical customer issues through regular executive communications

• Analyse escalations to identify root causes and help implement solutions in a proactive effort to mitigate potential customer issues

• Having developed a deep understanding of the Onfido product suite and how it’s used by our customers, you will work with Product Managers in defining the product roadmap, by surfacing customer feedback and learnings from past requests.

• You will help enhance escalation management processes and maintain accurate documentation

This is truly a cross-functional role, requiring you to work effectively with customers, Customer Success team, wider Customer Support team, Product, Engineering, and Sales. If you have a passion for delivering outstanding customer experiences and thrive in a fast-paced environment, this could be the perfect opportunity for you.

Essential skills

• Minimum 3 years of experience in a customer support, project management or escalation management role

• Strong project management skills to handle escalations as mini projects

• Excellent interpersonal, communication, and collaboration skills, including ability to influence stakeholders at all levels of the organisation.

• Comfortable with technical topics, for example, having an understanding how APIs, SDKs, and web applications work

• Strong problem-solving and analytical skills, with the ability to think critically and creatively

• Diligence, patience and friendliness under pressure and ability to manage multiple priorities in a fast-paced environment

• Strong organizational and planning skills, with a focus on attention to detail and accuracy

• Empathy, and the desire to help others

• Fluent spoken and written English

Benefits (Portugal)

• Share options in Onfido, through our equity schemes. Share options have a one-year cliff and vest over four years

• 25 days annual leave plus a day off for your Birthday.

• Two paid volunteering days per year.*

• Private Medical Insurance through Allianz*

• Life Assurance (3x Annual Base Salary)*

• Generous paid parental leave

• Life enrichment allowance of up to €95 per month for services including gym, yoga, fitness classes, massages, childcare, and therapy

• Dedicated learning opportunities including using tools like LinkedIn Learning with availability  to use for learning resources such as  books, coaches, conferences, courses, podcasts, and more

• Our open and transparent culture is reflected in our “Better Together” motto and we bring this to life by meeting once a week for our global weekly roundup (OnThursday); holding quarterly team socials, and other company-wide social events

• Expense up to £300 (or local equivalent) to purchase workstation setup equipment

• The opportunity to become a member of  Onfido’s resource groups in order to learn different skills in our belonging groups

At Entrust, we don’t just offer jobs – we offer career journeys. Here is what you can expect when you join our team:

• Career Growth: Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority.

• Flexibility: Life is all about balance. Whether you’re remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.

• Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow.

We believe in securing identities—but it doesn’t stop there. At Entrust, we’re passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we’re creating a community where everyone is encouraged to be themselves.

Ready to Make an Impact?

If you’re excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let’s build a more secure world—together.

Apply today!

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For US roles, or where applicable:

Entrust is an EEO/AA/Disabled/Veterans Employer

For Canadian roles, or where applicable:

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

If you require an accommodation, contact [email protected].

Recruiter:

James Beck

[email protected]