User Escalation Specialist
Resolves urgent user escalations, partners with product and engineering teams, and drives root-cause remediation and support-process improvements. Requires 5+ years in customer-facing support, escalation handling, stakeholder influence, and process improvement.
About the job
Responsibilities
- Respond to incoming user escalations within agreed service levels; triage, scope, and support cases through resolution.
- Communicate directly with users by email and phone to solve critical problems.
- Own timely and accurate resolution of user escalations.
- Drive fast, complete resolutions directly or in partnership with other teams.
- Conduct data-driven root-cause analyses and validate findings with partner teams.
- Share findings and insights with leaders through forums and presentations.
- Identify remediations for escalation root causes and drive improvements from a user-first perspective.
- Identify opportunities to improve how users are served.
- Help build the team and processes from the ground up.
- Support training and process-adoption efforts across the organization.
- Build partner-team relationships and drive accountability for remediation completion.
- Understand and influence product roadmaps addressing frequent user escalations.
Requirements
- 5+ years of experience in a customer-facing user-support role.
- Experience troubleshooting and handling short-SLA cases or escalations.
- Experience with projects or process-improvement initiatives.
- Sound judgment and exceptional attention to detail.
- Strong customer care and a user-first perspective.
- Ability to remain effective under pressure.
- Comfort with ambiguity and the ability to build processes that improve team operations and user experience.
- Strong stakeholder-management and influencing skills.
- Sense of urgency and commitment to seeing issues through resolution.
Nice-to-haves
- Experience leading multiple concurrent projects.
- Analytical rigor and ability to use data to inform decisions.
- SQL experience.
- Experience supporting large or enterprise users.
Skills
Customer Support, Escalation Management, Troubleshooting, Root Cause Analysis, Process Improvement, Stakeholder Management, Data Analysis, SQL
Similar jobs
Customer Support jobs
Talkiatry
United States
Provides phone, email, and chat support to patients, providers, pharmacies, and insurers; schedules appointments, manages provider calendars, processes administrative requests, and resolves or escalates minor technical issues. Customer service, phone support, multitasking, and scheduling experience are required.
Zocks
Denver, CO
Leads a frontline Support organization by managing people, service operations, KPIs, quality assurance, hiring, and scalable processes. Requires at least 2 years of client-facing team management experience in a high-growth SaaS environment and regular presence in the Denver office.
Zocdoc
United States
Provides multichannel customer service and tailored solutions to healthcare provider partners, including feature upselling and issue resolution. Requires strong communication, problem-solving, organization, and adaptability in a fast-paced environment.
Thatch
Austin, TX
Leads and scales Thatch’s Employer Support organization, managing support leaders and specialists while establishing operational strategy, metrics, processes, and a customer-first culture. Requires 5+ years leading support teams and strong cross-functional project and communication skills.
Shippo
United States
Own high-tier customer and executive escalations for Shippo’s SaaS products, driving resolution, identifying churn risk, and mentoring support specialists. Requires 4+ years of tech support experience, strong writing and de-escalation skills, and at least 2 years handling escalations.