CharterUP

Escalations Manager

CharterUP

full-time

Posted on:

Location Type: Remote

Location: Remote • Arizona, California, Colorado, Florida, Hawaii, Mississippi, Montana, Nevada, New Hampshire, New York, North Carolina, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, Wyoming • 🇺🇸 United States

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Salary

💰 $80,000 - $95,000 per year

Job Level

Mid-LevelSenior

About the role

  • Manage a team of escalations and complaints specialists, providing training, oversight and support.
  • Set clear performance goals, provide regular feedback, and administer performance evaluations.
  • Define KPIs and targets for the team to include individual performance metrics in addition to department metrics for Customer satisfaction, response time and resolution time.
  • Conduct regular team meetings to discuss performance, share best practices, and address any challenges or concerns.
  • Foster an environment of continuous improvement and customer first mentality.
  • Monitor and respond to inbound request volume to ensure all customers receive a response in a timely manner and in line with SLA targets established.
  • Serve as the primary point of contact for complex and high priority customer issues that require escalation.
  • Ensure escalation resolution results in customer satisfaction and customer retention.
  • Act as a community liaison on exceptional requests that require coordination across multiple departments, including owning the transaction and execution steps required from the Logistics & Customer Support side.
  • Reviewing and responding to customer requests for non-standard documentation, including non-standard requests for COIs, in line with company policy and after coordinating with appropriate parties.
  • Assist with chargeback research and rebuttals.
  • Develop and deploy a training program for Sr. Customer Support Agents to assume primary responsibility for customer escalation calls.
  • Develop and implement an operating model that enables cross-functional capabilities and maximizes output and efficiency while not compromising customer satisfaction.
  • Maintaining records of all escalations and unique situations with a view to reporting on volume and identifying opportunities for process improvement and agent retraining.
  • Identify opportunities for cross-functional process alignment and outline recommendations for process design.

Requirements

  • At least 3 years of experience in escalations management.
  • Familiarity with escalation processes and procedures is important. This involves understanding how to effectively handle and resolve high priority or complex customer issues, as well as coordinating with other departments and stakeholders to ensure prompt resolution.
  • At least 2 years experience in managing direct reports in a customer service or escalations management contact center role.
  • Prior experience in team management or leadership is crucial. This includes skills in providing guidance, support, and coaching to team members, setting performance goals, conducting evaluations, and fostering a positive and collaborative team environment. The ability to motivate and inspire team members to achieve their targets and continuously improve their performance is essential.
  • A strong background in customer service or support is essential. This includes experience in handling escalations, complaints, and complex customer issues. Having a deep understanding of customer needs and expectations will help in effectively managing the team and resolving customer concerns.
  • Familiarity with customer experience metrics, such as Net Promoter Score (NPS), response time, and resolution time, is valuable. Understanding how these metrics impact customer satisfaction and retention and using them to drive improvements is essential.
  • Process Improvement: Knowledge of process improvement methodologies, such as Six Sigma or Lean, is beneficial. Experience in identifying areas for improvement, analyzing data, and implementing process enhancements to drive efficiency and customer satisfaction is highly valuable.
  • Communication and Collaboration: Strong communication and collaboration skills are necessary for effective interaction with team members, stakeholders, and customers. This includes the ability to clearly convey expectations, provide feedback, and build relationships with individuals from diverse backgrounds and departments.
  • Analytical and Problem-Solving Skills: The ability to analyze data, identify trends, and make data-driven decisions is important. Strong problem-solving skills are necessary to address complex customer issues, identify root causes, and propose effective solutions.
Benefits
  • Remote-First Flexibility: Work from anywhere we hire, with built-in flexibility. U.S.-based employees may reside in any of our 19 approved states.
  • Comprehensive Health & Wellness: Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits. In the U.S., we cover 100% of premiums for employees. International benefits align with local standards.
  • Time Off to Recharge: Paid time off so you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 paid holidays. International policies vary by country.
  • Financial Peace of Mind: Company-paid life, short-term, and long-term disability insurance where available.
  • Performance-Driven Culture: Join a fast-moving, ambitious, and collaborative team that wins together.
  • Referral Rewards: Earn bonuses for bringing top talent to the team.
  • Planning for the Future: Long-term financial planning support. U.S.: 401(k) plan. International: region-specific savings programs where applicable.
  • Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
escalations managementcustomer serviceperformance evaluationKPI definitionprocess improvementdata analysisSix SigmaLeancustomer experience metricschargeback research
Soft skills
team managementleadershipcoachingcommunicationcollaborationproblem-solvingmotivationcustomer-first mentalitycontinuous improvementrelationship building