User Escalation Specialist
Resolves high-priority user escalations, coordinating with users, product, and engineering teams while identifying root causes and driving systemic improvements. Requires 5+ years in customer-facing support, escalation handling, process improvement, and strong stakeholder-management skills.
About the job
Responsibilities
- Respond to incoming user escalations within agreed service levels; triage, scope, and support issues through resolution.
- Communicate directly with users by email and phone to resolve high-impact problems.
- Own timely and accurate resolution of escalations and drive complete solutions with partner teams.
- Conduct data-driven root-cause analyses and validate findings with partner teams.
- Present escalation findings and insights to leaders through forums and presentations.
- Identify remediation opportunities, drive accountability for completion, and influence relevant product roadmaps.
- Challenge existing processes to improve user support and service quality.
- Help build the team and escalation processes from the ground up.
- Support training and process-adoption efforts across the organization.
- Build relationships with partner teams and drive cross-functional progress.
Requirements
- 5+ years of experience in a customer-facing user support role.
- Experience troubleshooting and handling short-SLA cases or escalations.
- Experience leading projects or process-improvement initiatives.
- Strong judgment and exceptional attention to detail.
- Deep customer care and a users-first perspective.
- Ability to remain composed under pressure.
- Comfort with ambiguity and ability to create effective processes.
- Strong stakeholder-management and influencing skills.
- Sense of urgency and commitment to driving issues through resolution.
Nice-to-haves
- Experience leading multiple concurrent projects.
- Analytical rigor and ability to use data to inform decisions.
- SQL familiarity.
- Experience supporting large or enterprise users.
Skills
User Support, Troubleshooting, Incident Escalation, Root Cause Analysis, Process Improvement, Stakeholder Management, Project Management, 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.