Location
dubai, dubai emirate, United-Arab-Emirates
Posted
July 25, 2026
Job Description
Mudflap in the United Arab Emirates seeks an experienced L2 Escalation Lead to hire, develop, and manage a small team of 2–5 agents. You will own the escalation playbook and SOPs, ensure a 15‑minute initial response SLA, and manage fraud and high‑risk cases with direct accountability.
You will deliver weekly escalation reports on volume, SLA, and trends, collaborating cross‑functionally to improve risk operations and customer outcomes.
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