CharterUP

Senior Customer Support Specialist, Escalations

CharterUP

full-time

Posted on:

Location Type: Remote

Location: Arizona • California • United States

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Salary

💰 $67,500 per year

Job Level

Senior

About the role

  • Manage Complex Escalations: Handle escalated customer inquiries and complaints, ensuring timely and effective resolution. Serve as the primary point of contact for complex issues that require higher-level attention.
  • Customer and Vendor Interaction: Communicate directly with customers and vendors via phone, email, and chat to understand their concerns, provide solutions, and maintain a positive relationship.
  • Customer Success Management: Support VIP and enterprise customers by proactively managing their requests, ensuring a seamless experience, and addressing their specific needs with a high level of service.
  • Problem-Solving: Analyze customer issues, identify root causes, and implement appropriate solutions. Work collaboratively with internal departments to quickly address and resolve underlying problems.
  • Proactive Customer Engagement: Identify opportunities to improve customer experience by anticipating needs, offering solutions, and providing proactive communication.
  • Documentation: Accurately document all customer interactions, resolutions, and follow-up actions in CharterUP’s proprietary software system. Maintain detailed records for reference and reporting.
  • Continuous Improvement: Identify trends in customer feedback and recommend improvements to processes, policies, and products.
  • Training and Support: Provide guidance and support to junior customer service representatives in handling difficult situations. Assist in training sessions to improve team skills and knowledge.
  • Performance Metrics: Monitor and report on key performance indicators (KPIs) related to escalation handling, including response times, resolution rates, and customer satisfaction scores.
  • Escalation Procedures: Adhere to established escalation protocols and guidelines. Ensure all escalations are handled per company policies and procedures.

Requirements

  • Experience: 3-5 years in Customer Service, Customer Success, or Account Management, with a strong background in handling escalations, resolving complex customer issues, and fostering long-term customer relationships.
  • Minimum of 1 year experience working in a two-sided marketplace.
  • Excellent verbal and written communication skills, including de-escalation techniques.
  • Proven ability to manage high-volume ticket-based and transactional workflows, with a focus on efficiency, accuracy, and timely resolution.
  • Strong analytical and problem-solving abilities.
  • Experience working with VIP and enterprise customers, providing high-touch support.
  • Ability to remain calm and professional under pressure, in a high-velocity and sometimes stressful environment.
  • Strong sense of ownership and the ability to make independent decisions that align with dynamic priorities and core company values.
  • Exceptional attention to detail and organizational skills.
  • Customer-focused mindset with a commitment to providing exceptional service.
  • Ability to work independently and as part of a team.
  • Strong interpersonal skills and the ability to build rapport with customers.
  • Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
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
customer servicecustomer successaccount managementescalation handlingproblem-solvingticket-based workflowstransactional workflowsdocumentationperformance metricsdata analysis
Soft skills
verbal communicationwritten communicationde-escalation techniquesanalytical skillsattention to detailorganizational skillscustomer-focused mindsetinterpersonal skillsflexibilityteam collaboration