Escalations Specialist

JobNimbus • Lehi, UT

14h

About The Position

The Escalations Specialist is the key link between our customers and the development team, ensuring quick resolutions for customer-reported bugs and enhancing overall customer satisfaction.

Requirements

• Proven experience in a customer support, technical support, or escalations role
• Strong troubleshooting instincts paired with the patience and empathy to guide customers through tough moments
• Excellent written and verbal communication skills, with the ability to translate technical issues for non-technical audiences (and vice versa)
• Comfortable acting as a liaison between customer-facing and technical teams
• A coach's mindset — you enjoy training others and raising the bar for the whole team
• Highly organized with a strong sense of ownership over your inbox and open tickets ("Inbox Zero" isn't a dream, it's a daily habit)
• Track record of hitting or exceeding service-level metrics like response time, resolution time, and customer satisfaction

Nice To Haves

• Ownership. You own the outcomes, drive initiatives, and solve problems proactively. If you need direction and someone to hold your hand, this job is not for you.
• Customer Obsessed. Everything we build should leave our customers saying, "Aw dip. This product is off the charts cool. Whoever wrote that code deserves a raise!"
• Proactive Learning. You stay ahead of the curve, continuously learning and implementing cutting-edge technologies.
• Team Commitment. You build, mentor, and lead a high-performance engineering team that delivers results together.
• Self Awareness. You know your strengths, weaknesses, and how to surround yourself with the right talent to succeed.

Responsibilities

• Resolve escalated customer issues swiftly and thoroughly to improve satisfaction and retention
• Own and enhance our bug management process to drive faster turnaround and reduce backlog
• Serve as the connective tissue between Support and Development, strengthening communication and collaboration across teams
• Mentor and train the Support team to continuously elevate their product knowledge and troubleshooting capabilities
• Provide customers with clear, timely updates throughout the resolution process, ensuring transparency every step of the way
• Help drive Support's CSAT on How-To tickets from 87% to 90% through coaching and process improvement
• Monitor and improve key metrics including Time to First Response, Resolution Time, Customer Satisfaction, and Escalation Rate

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed