Escalation Fastlane Team Leader

From the company's job description

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 Fastlane Team Leader is a critical onsite leadership role responsible for owning end‑to‑end performance, capability building, and operational stability of the Fastlane team. This role goes beyond day‑to‑day people management and acts as the local authority for customer experience, quality standards, operational execution, and cross‑functional alignment.

You will lead senior and junior Fastlane Escalation Specialists, ensure consistent delivery against SLAs, End-to-end, QA, and productivity KPIs, and serve as the primary bridge between the Fastlane Team and regional/global stakeholders. This role requires strong judgment, maturity, and the ability to lead through ambiguity and change.

Location: Manila | On-site | Full-time

What you’ll do

• People Leadership & Capability Building

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• Own end‑to‑end people management for the Fastlane team, including hiring support, onboarding, coaching, performance management, and retention.

• Lead performance and development through structured 1:1s, feedback, and data‑driven reviews; build succession and bench strength.

• Foster high engagement, accountability, and psychological safety while managing underperformance decisively.

• Operational Ownership & KPI Management

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• Own delivery of core KPIs (SLA, CSAT, QA, productivity, backlog health, adherence) and drive corrective actions through regular performance reviews.

• Ensure consistent execution of Fastlane policies, SOPs, and quality standards, localized for the APAC market.

• Act as the first escalation point for complex customer issues and operational risks.

• Quality, Compliance & Customer Experience Excellence

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• Drive QA discipline, root‑cause analysis, and targeted coaching to improve customer experience and quality outcomes.

• Ensure strict compliance with regulatory, data‑handling, and KYC requirements.

• Translate customer insights into continuous improvement initiatives.

• Stakeholder & Cross‑Functional Leadership

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• Represent Fastlane with regional and global stakeholders; provide structured feedback on issues, gaps, and customer impact.

• Partner with Training and Knowledge teams to ensure readiness for launches, changes, and updates.

• Change Management & Strategic Contribution

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• Lead local execution of regional and global initiatives, translating strategy into clear execution plans.

• Contribute to workforce planning, coverage modeling, and scaling discussions for APAC.

Leadership Competencies

• Ownership & Accountability – acts as the owner of outcomes, not just activities.

• People‑First Leadership – balances empathy with high standards and clear expectations.

• Execution Excellence – converts strategy into disciplined execution.

• Analytical Thinking – uses data to diagnose issues and drive decisions.

• Influence Without Authority – collaborates effectively across functions and geographies.

• Change Leadership – leads teams confidently through change and uncertainty.

Who you are

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Mandatory Requirements

• 8+ years of experience in Escalations, Customer Care / Operations, with at least 5+ years in a people‑leadership role.

• Proven track record of leading high‑performing customer support teams in a fast‑paced, KPI‑driven environment.

• Strong command of English (verbal and written) – required for regional/global collaboration.

• Demonstrated ability to manage performance using data, dashboards, and structured reviews.

• Experience handling escalations, ambiguity, and operational change with confidence and sound judgment.

Preferred / Strong Advantage

• Experience in fintech, payments, SaaS, or regulated environments.

• Experience working with global or regional stakeholders across time zones.

• Background in international or escalation operations.

• Experience leading teams through process changes, system migrations, or rapid growth.

• Experience in KYC environment is highly preferred.

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The Payoneer Ways of Working

Act as our customer’s partner on the inside Learning what they need and creating what will help them go further.

Do it. Own it. Being fearlessly accountable in everything we do.

Continuously improve Always striving for a higher standard than our last.

Build each other up Helping each other grow, as professionals and people.

If this sounds like a business, a community, and a mission you want to be part of, apply today.

We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-by-case basis.