Customer Escalations Lead

Reserv•Atlanta, GA

9d•Remote

About The Position

The Customer Escalations Lead is a mid-level, highly visible player/coach who handles a caseload of high-priority and complex customer escalations while managing and coaching the Customer Escalations Advisors. The Lead owns the team's processes, tools, reporting, and feedback cycle with Claims, while remaining closely involved in day-to-day escalation work. The position works across internal teams and helps develop the playbook for a customer-facing team. The Lead investigates and resolves escalations, communicates with client stakeholders, and uses claims expertise and root cause analysis to identify underlying issues. The role also leads process improvement and prevention, develops tools and reporting, tracks escalation trends and outcomes, and shares findings with Claims and senior leadership. The Lead partners with Claims, Account Management, Claims Operations, Data, Product, and other teams to improve claims workflows and reduce repeat escalations.

Requirements

Claims adjusting experience in Auto, Property, or Liability lines of business, or a comparable escalations background.
Experience managing or leading others, such as in a team lead, supervisor, or formal mentor role, and an interest in growing as a people leader.
Experience working directly with clients and managing difficult conversations with client stakeholders.
Ability to carry an escalation caseload while leading a team.
Significant experience with root cause analysis, identifying issue patterns, and developing practical solutions that are implemented.
Experience implementing process improvements or tools that improve team efficiency.
Ability to build clear, regular reporting for internal teams and clients and brief senior leaders concisely.
Strong verbal and written communication skills and a calm, methodical approach to complex problems.
Ability to work across Claims, Operations, Product, and Customer teams.
Comfort working in a fast-growing startup environment where roles evolve and the playbook is still being shaped.

Responsibilities

Carry and resolve a caseload of in-flight, high-priority, and complex escalations raised by customers or internal teams.
Investigate escalations with Claims Adjusters and Claims leadership, assess severity, assign ownership, and ensure resolution.
Serve as a direct point of contact for client stakeholders during escalations, setting expectations and communicating status.
Apply claims expertise and root cause analysis to determine whether issues stem from people, processes, technology, or misaligned expectations.
Provide regular updates to Account Managers and customers, and take on the most sensitive or complex issues as needed.
Act as the first point of escalation for Customer Escalations Advisors.
Manage and coach Advisors through one-on-ones, feedback, goal setting, and development planning.
Drive performance reviews and performance management in partnership with the Global VP of Customer Success.
Assign escalations, balance team workload, set standards for triage and communication, and provide coverage when an Advisor is unavailable.
Contribute to hiring and onboarding as the team grows.
Design and implement processes for intake, triage, handoffs, and ownership of open issues.
Lead weekly escalation reviews to identify patterns, systemic issues, and improvement opportunities.
Recommend and help implement workflow and claims-handling changes based on escalation data.
Create and maintain playbooks, escalation criteria, SOPs, and internal documentation.
Document issue types, frequency, and resolution paths to support organizational learning.
Evaluate and implement tools such as issue tracking, dashboards, templates, and automation; develop expertise in internal tools and drive adoption.
Maintain complete and consistent escalation data and partner with internal teams to surface recurring system issues, misconfigurations, and automation problems.
Implement regular internal reporting and support external client reporting with Account Managers.
Report escalation trends and metrics to Claims Leadership, Account Management, Executive Leadership, and other stakeholders, and brief senior leaders on escalation drivers, trends, and fixes.
Facilitate a regular feedback cycle to Claims, collaborate on workflow and claims-handling improvements, and identify coaching opportunities.
Initiate and lead internal projects to develop and execute solutions, track follow-through on feedback, and confirm changes reduce repeat escalations.
Build working relationships with Claims, Account Management, Claims Ops, Data, Product, and other internal teams.