Sr. Customer Support Specialist, Escalations
New
C
CharterUPTransportation Technology
United States. U.S.-based employees may reside in any of our 19 approved states.Full-TimeSenior
Salary67,500 USD per year
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Job Details
- Experience
- 3-5 years in Customer Service, Customer Success, or Account Management
- Required Skills
- Analytical SkillsCustomer SuccessAccount ManagementRelationship managementCustomer support
Requirements
- 3-5 years of experience in Customer Service, Customer Success, or Account Management.
- Minimum of 1 year of experience working in a two-sided marketplace.
- Strong background in handling escalations and resolving complex customer issues.
- Proven experience providing high-touch support to VIP and enterprise customers.
- Excellent verbal and written communication skills with proficiency in de-escalation techniques.
- Ability to manage high-volume ticket-based and transactional workflows.
- Strong analytical and problem-solving abilities with high attention to detail.
- Ability to remain professional under pressure in a high-velocity environment.
- Flexibility to work required evening and weekend shifts.
- Strong sense of ownership and ability to make independent decisions.
Responsibilities
- Manage escalated customer inquiries and complaints to ensure timely and effective resolution.
- Serve as the primary point of contact for VIP and enterprise customers to provide high-touch support.
- Communicate directly with customers and vendors via phone, email, and chat to maintain positive relationships.
- Analyze customer issues, identify root causes, and work with internal teams to implement solutions.
- Document all interactions, resolutions, and follow-up actions accurately in internal systems.
- Monitor and report on KPIs related to escalation handling, including response times and satisfaction scores.
- Provide guidance and training to junior customer service representatives on handling difficult situations.
- Identify trends in customer feedback to recommend improvements to processes and products.
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