Client Escalation Specialist
About The Position
As a Client Success Representative – Escalations, you’ll serve as a senior member of our Client Experience team, handling our most complex and high-impact client situations. This role is designed for experienced professionals who excel in critical thinking, problem-solving, and delivering exceptional client outcomes. You’ll play a key role in shaping the customer journey by resolving advanced client concerns, identifying patterns in client feedback, and partnering cross-functionally to improve processes and retention strategies. Your ability to navigate sensitive conversations, build trust, and deliver solutions will directly impact client satisfaction and business performance. This position is ideal for someone who thrives in a fast-paced environment, enjoys tackling challenging scenarios, and is motivated to elevate both the client experience and internal operations. We’re all about that in-person vibe, so this role is 100% on-site. If you’re excited to collaborate side-by-side with a high-performing team, we’d love to meet you.
Requirements
- 3+ years of experience in a call center, client experience, or sales environment
- Proven experience handling escalated or high-priority client interactions
- Strong analytical and problem-solving skills with the ability to identify trends and root causes
- Experience working within CRM systems (Salesforce or similar platforms)
- Excellent communication, emotional intelligence, and conflict resolution skills
- High school diploma or GED (or equivalent combination of education and experience)
Responsibilities
- Manage and resolve complex client escalations and cancellation requests through our ticketing systems
- Engage directly with clients to understand concerns, de-escalate situations, and deliver tailored solutions
- Apply advanced communication and negotiation techniques to retain clients and resolve issues effectively
- Identify trends in client feedback and provide actionable insights to leadership to improve processes and experience
- Partner cross-functionally (Sales, Client Care, Operations) to drive seamless resolutions and continuous improvement
- Maintain detailed and accurate documentation across CRM and internal systems
- Take ownership of high-priority cases and contribute to elevating team standards
Benefits
- Medical, Dental, and Vision Insurance (starting after 60 days)
- Paid Time Off
- 401(k) retirement plan with company match
- Professional Development Program to support your growth
- Access to our on-site gym and gaming lounge
- Catered team lunches every Friday
- Fun and energizing quarterly company outings
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
