We are seeking a motivated and experienced Customer Escalations Expert to join our Operations team. In this key role, you will serve as the Subject Matter Expert (SME) for customer experience escalations, leading efforts to resolve complex customer issues and enhance overall satisfaction with our products and services. You will collaborate with cross-functional teams to identify root causes and develop effective strategies for improvement.
Responsibilities
- Metrics Monitoring: Track and analyze metrics related to customer escalations, cancellations, and delivery performance to identify trends and areas for improvement.
- Escalation Management: Manage complex customer escalations, ensuring high-priority cases are followed up on and resolved in a timely manner.
- Collaboration: Work closely with senior project managers to maintain escalation resolution turnaround times below 90 days.
- Meetings Participation: Actively participate in weekly escalation meetings to track progress and share insights with the team.
- Exception Handling: Address exceptions in escalations, including communication with regulatory bodies and handling customer complaints on public review platforms.
Qualifications
Required:
- Minimum of 2 years of experience in managing escalated customer cases.
- Proven ability to negotiate effectively with both internal teams and external customers.
- Strong problem-solving skills with a successful track record of resolving complex customer issues.
- Excellent written and verbal communication skills, with a focus on relationship-building.
Preferred:
- Experience working in a remote environment.
- Proficiency in using various software and online platforms.
Benefits
- Competitive Compensation: Salary starting at $55,400 per year, adjusted based on experience and location.
- Remote Work Environment: Join a diverse global team with flexible working hours and a supportive remote culture.
- Professional Development Funds: Annual $400 bonus for tech, wellness, and learning resources.
- Stock Options: Eligibility for stock options after 6 months of full-time employment.
- Paid Time Off: 12 days of flexible paid time off after 6 months, plus an additional 2 days annually.
- Health Insurance: Access to subsidized health insurance for peace of mind.
- Work Equipment: Laptop replacement every three years, along with benefits like a free noise-canceling headset.
Application Instructions
Interested candidates are encouraged to apply by submitting their resume and a cover letter that highlights their qualifications and relevant experience. Applications can be submitted through our official job board.