Onfido is the new identity standard for the internet. We empower people around the globe to reach services they love and need simply, speedily and safely – whether they’re renting a car or opening a bank account or completing a high-value transaction where identity is key. We built a full-service suite of AI-powered identity verification solutions with fairness and inclusiveness at their core, and were awarded ‘Outstanding Leader in Accessibility’ and ‘Best Innovation in Algorithmic Bias Mitigation’ awards at CogX.
Onfido is an established pre-IPO technology company with a prominent position in the global marketplace that has been repeatedly recognized for excellence in performance and innovation. In 2021 we were awarded ‘Artificial Intelligence and Machine Learning Hot Company’ by CyberDefense Global Infosec Awards, ‘Fraud Prevention Innovation of the Year’ at the CyberSecurity Breakthrough Awards, and named to the CB Insights Fintech 250 for the fourth year running. We've received over $200 million in funding from investors including TPG Growth, Microsoft, and Salesforce to achieve our vision. We partner with thousands of businesses to help millions access services every week – from billion dollar institutions to hypergrowth unicorns. We support identities from 195 countries, and 2,500+ document types. Our recent growth is fuelled by continued increasing demand in the United States – where we’ve grown in year-over-year sales by 264% – as more enterprise organisations accelerate their digital transformation plans with Onfido.
Our goal is to work together to promote and celebrate an inclusive and diverse community. Collectively, all Onfidoers are committed to creating an environment where everyone can be themselves, and where differences are celebrated. We encourage people from all backgrounds and cultures to come together to solve some of the world's most interesting problems.
Our Senior Customer Escalation Engineers have a deep understanding of Onfido's products and services and are constantly aware of their state. When they receive a request, they assess its priority, establish its impact, and come with a strategy to resolve it. They communicate efficiently and empathetically with our customers, understanding the context and capturing the required details for a timely resolution. Their focus is on response time and customer satisfaction.
Onfido is expanding our support team to improve our customer experience and satisfaction. One of your roles will be in identifying recurrent issues and trends, and partnering with our Product and Developer teams in addressing their root causes.The
perfect candidate enjoys making customers happy, and has a keen eye for investigation and detail.
You will be responsible for managing Mission Critical Customer Escalations to ensure customer satisfaction by delivering timely resolution and mitigating business-impacting problems. You will work closely with cross-functional teams to address and manage assigned escalations. The escalation management function has two parts; a: Managing known and reported customer escalations (Reactive Escalation Management), b: Managing potential escalations (Proactive Escalation Management).
This is truly a cross-functional management role, requiring you to work effectively with customers, customer success team, customer support team, product, engineering, and sales.You
will define and improve Escalation management processes, keep Executive Management abreast of critical customer issues via regular executive communications.Conduct
internal Post Mortems with actionable plans to increase awareness of common issues, improve product and service quality and engage in a proactive effort to mitigate potential customer issues.
Onfidoer’s share a set of core values
and want to hear from you if you believe in:
> Succeeding together; you work collaboratively and put the team first
> Taking pride; you care about quality, producing great work and customer / user outcomes
> Creating customer buzz; you demonstrate a strong user / customer focus
> Learning things & sharing them; you have a natural curiosity and default to sharing knowledge with others
> Finding a better way; you’re adept at finding solutions, experimentation and innovating to make things better
Personal hyper-growth requires a fast-moving environment, a clear career development plan and—crucially—looking after ourselves.
Onfido Balance is the toolkit we’ve developed to succinctly communicate our benefits offering:
> Our Body benefits prioritise health, wellbeing, exercise and recovery.
> Our Head benefits are focussed heavily on learning whatever your learning style, mental wellness and flexible working.
> Our Heart benefits are framed around sharing our success with our peers, our local communities and our future selves in the form of equity, corporate social responsibility and better togetherness.
Onfido is committed to creating a diverse and inclusive work environment. We're always on the lookout for talented, passionate people and encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race or religion. If you need reasonable accommodation at any point in the application or interview process, please let us know.