Escalation Specialist

New

Ashley DigitalE-commerce, Home Furnishings

Remote (USA), Open availability between 6:00 AM and 9:15 PM PST, including full availability on weekendsFull-TimeMiddle

SalaryCompetitive Salary; additionally, this role might be eligible for discretionary bonuses or commission payments.

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Job Details

Minimum of 2 years of relevant experience in a fast-paced, growth-oriented environment.
Excellent written and spoken English with the ability to summarize complex issues clearly.
Experience handling high volumes of escalated customers via phone and email.
Strong interpersonal skills with a resilient, positive, and professional mindset.
Proficiency in creative problem-solving, critical thinking, and troubleshooting.
Highly organized with strong attention to detail and ability to follow through on multiple tasks.
Ability to type 50+ WPM.
Proficiency in web-based tools such as Google Suite, Slack, and Asana.
Experience working with a BPO or hybrid team.
Open availability between 6:00 AM and 9:15 PM PST, including weekends.
Must reside within the United States.

Provide inbound and outbound phone support and email correspondence for escalated and high-effort customers.
Manage customer objections and offer product support to build loyalty and drive retention.
Take ownership of customer experiences by identifying improvement opportunities and facilitating efficient resolutions.
Actively listen to customer concerns, document resolution plans, and set appropriate expectations.
Use Five9, Intercom, GSuite, and Slack to track and follow through on action items.
Attend weekly meetings, training, and coaching sessions to share frontline insights for continuous improvement.
Serve as a subject matter expert and brand ambassador for all company products and services.

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