Escalations Case Manager
Angi
Customer Support Team Lead
Boulevard
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $63,000 - $91,000 per year
Job Level
Senior
About the role
- Support T1 Managers (10-20%): contribute to knowledge, SOP, macro management, surface process/product improvements, conduct peer enablement and mentorship, run team meetings in manager absence, assist with ad hoc projects, T1 Ticket QA
- Own complex T1 tickets and escalations (60-70%): assist customers via live chat, email, text, phone, screen-sharing; scope, troubleshoot, anticipate downstream impact, and resolve technical issues
- Distill and communicate technical information to customers with varying technical acumen
- Adapt communication, modify or create macros, and de-escalate interactions; escalate when necessary
- Flex into other T1 ticket queues based on volume
- Identify incidents and follow incident response protocol as Support Incident Commander (rotating with T1 Managers)
- Provide customer insights by surfacing trends, churn risks, and upsell opportunities
- Collaborate with remote team and cross-functional partners (Finance, Engineering, Product, Customer Experience)
- Report to T1 Senior Manager and contribute to continual improvement of team efficiency and skills
Requirements
- 3-5+ years technical support experience in a fast-paced SaaS startup environment
- Minimum 1-2+ years in a senior Support role
- Bonus: experience supporting a technical platform within the self-care, data or medical industries
- Technical aptitude supporting complex platforms managing data, reporting, users, scheduling, payments, inventory
- Experience using internal resources and external tools such as Postmark
- Well-versed in incident response at the Tier 1 Support level
- Experience assisting customers via live chat, email, text, phone, and screen-sharing
- Strong written and verbal communication and de-escalation skills
- Peer leadership, mentorship, and ability to run team meetings
- High emotional intelligence and customer rapport
- Attention to detail, patience, positivity, and problem-solving orientation
- Flexibility to work Mon-Friday 9-6 local and provide on-call incident coverage (Saturday, some holidays, etc.)
