Careers

Escalation Manager

Tel Aviv

About The Position

Pagaya is a leading next-generation asset management firm founded in 2015. Combining advanced technology and financial expertise, we use artificial intelligence and state-of-the-art algorithms to uncover exceptional, low-risk high-yield opportunities in alternative credit for investors. Pagaya actively invests in US consumer credit assets.

The Pagaya team is comprised of over 100 professionals in New York and Tel Aviv with expertise in artificial intelligence, data rich alternative assets and asset management. The team manages over $1.8 billion in assets on behalf of institutional investors around the world. 

Pagaya just completed its Series D financing of over $100M led by a prominent sovereign wealth fund.


Key Responsibilities:

  • Own production related action items and tickets, making sure they are handled after they are reported by operations teams and partners/customers 
  • Own retrospectives on production activities and follow up on action items  
  • Drive R&D, Product, and other teams for action 
  • Support account management and production operations teams with technical troubleshooting
  • Build a knowledge base of known production issues (FAQ, canned answers) & training documentation for partners  
  • Gain intimate knowledge of Pagaya’s production architecture and systems configurations per channel to assist with faster and accurate troubleshooting
  • Correspond with partners and internal teams, building trust relationships

Requirements

  • At least 3 years of proven experience running a B2B support team or as Technical Account Manager. Experience managing at least 2 people
  • Proven experience analysing impact of issues and raising flags when required 
  • Experience in international companies, preferably in FinTech, AdTech, or other SaaS companies 
  • Proven experience analyzing and troubleshooting customer technical issues while being mindful of business aspects and suggesting various types of solutions and mitigation (correction, workarounds, etc.)
  • Fluent Python and SQL
  • Business aware and minded to business relations 
  • Enjoys a fast-paced environment supporting multiple teams/stakeholders
  • Experience identifying recurring issues and suggesting solutions
  • Proven experience driving other teams to action and solving issues without authority 
  • Proven experience summarizing leading debrief/retrospectives processes and issuing summaries with articulated action items 
  • Combination of technical background and project management (running various streams of work at the same time) 
  • Ability to create high-quality professional documentation (knowledge base, FAQ, canned answers) and processes in English 
  • Superb communication skills – gathering information from colleagues, sharing action items and insights with them making them engaged and driving delivery 

Advantage

  • Experience working with data scientists, software engineers and FinTech, AdTech professionals, and business partners
  • Proven experience learning new subjects in short timelines while prioritizing competing requirements/projects, communicating a clear picture to your managers, and maintaining an amicable work environment  
  • B.Sc., finances, economics, business graduate cum laude or similar achievement 

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