About this role
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description: Overview This associate serves as the primary coordinator for customer escalations requiring heightened visibility and cross-functional engagement. The role manages critical incidents from intake through resolution, ensuring timely communication, stakeholder alignment, issue ownership, and customer advocacy.
Responsibilities
• Manage assigned customer escalations. • Ensure rapid engagement of appropriate internal departments or teams. • Track actions, commitments, timelines, and resolution activities. • Maintain detailed escalation records and case documentation. • Serve as a central point of coordination between customers and internal teams. • Facilitate de-escalation and data-gathering calls to customers and follow-up discussions.
Requirements
• 2-5 years in Customer Support, Technical Support, Customer Success, Service Delivery, or Escalation Management, preferably experience in a high volume, high-complexity (call center) environment. • Experience in communication tools across telephone, email and Video Conferencing (Teams), as well as client, case management and ticketing platforms (CRM, Zendesk, etc.) • Experience in the IT industry, some understanding of the Cloud and IT provider space • Familiarity with incident management and customer service methodologies. • Experience supporting and directly interacting with different customer segments, including but not limited to enterprise, strategic or retail customers. • Able to work in varying time zones to support the business.