CX Associate Manager - Escalations at Aspire

Gurugram, Haryana, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

FinTechIndustries

Requirements

Bachelor's degree in Business, Finance, or a related field
Minimum of 5 years of experience in customer service, customer experience, or related roles (inferred from context)

Responsibilities

Champion end-to-end customer experience across key financial products including Cards, SWIFT payments, Compliance/KYC, Investment Solutions, and API integrations
Collaborate closely with Product, Engineering, and Compliance to enhance product usability and proactively eliminate recurring customer pain points
Lead the full incident lifecycle—from detection to resolution—ensuring timely recovery and minimal impact on customers
Coordinate cross-functional responses, streamline escalation protocols, and continuously improve incident management frameworks
Investigate complex, customer-reported issues; perform root cause analysis and partner with Engineering and Product for resolution
Consolidate customer feedback across CX channels, translating it into actionable product insights to influence roadmap and feature prioritization
Design and implement initiatives to improve the customer journey across all channels and lifecycle stages
Act as the voice of the customer in cross-functional discussions, aligning experience strategy with business goals
Monitor key CX metrics (e.g., NPS, CSAT, CES), identify trends, and recommend actions to improve performance and satisfaction
Deliver regular insights and reports to leadership to support data-driven decision-making and continuous CX optimization
Stay up-to-date on the latest trends, tools, and best practices in customer experience management
Benchmark Aspire’s experience against industry leaders to ensure a competitive and customer-first service model

Skills

Incident Management

Escalation Management

Customer Relationship Management

Root Cause Analysis

Customer Feedback Analysis

Cross-Functional Collaboration

Product Knowledge

Payment Processing

Aspire

Influencer marketing platform for e-commerce brands

About Aspire

Aspire.io is an influencer marketing platform designed for high-growth e-commerce brands, connecting them with social media influencers to promote their products. The platform offers tools for influencer discovery, campaign management, and performance tracking, allowing brands to manage their influencer relationships efficiently. Aspire.io stands out by focusing specifically on e-commerce, providing features that enable trackable sales and streamlined collaboration. The company's goal is to help brands leverage influencer marketing to drive measurable results in awareness, engagement, and sales.

San Francisco, CaliforniaHeadquarters

2014Year Founded

$26.6MTotal Funding

SERIES_ACompany Stage

Data & Analytics, Consumer GoodsIndustries

201-500Employees

Benefits

Flexible Work Hours

Unlimited Paid Time Off

Paid Parental Leave

Risks

Fake followers on social media could undermine Aspire's campaign authenticity.

Complex ROI measurement may deter brands from investing in influencer marketing.

Integration challenges from CommerceUp acquisition could affect Aspire's operational efficiency.

Differentiation

Aspire empowers brands with a comprehensive suite of influencer marketing tools.

The platform offers custom, branded landing pages for seamless influencer onboarding.

Aspire facilitates trackable sales through bulk promo code creation and affiliate links.

Upsides

Aspire's acquisition of CommerceUp enhances its multilingual and multi-currency capabilities.

The rise of micro-influencers offers Aspire opportunities for targeted partnerships.

Aspire capitalizes on the shift towards word-of-mouth commerce for trusted recommendations.

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