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About this role
Role overview Senior escalation role on a remote customer support team that backs a large two-sided group transportation marketplace. The position focuses on resolving complex customer issues, supporting VIP and enterprise accounts, and coaching junior representatives, with evening and weekend availability required. Reporting to the Escalations Manager, the role blends direct customer work with cross-functional problem solving to improve experience, retention, and product feedback loops.
Responsibilities - Take ownership of escalated customer issues end-to-end, driving timely and effective resolution while following established escalation protocols - Communicate directly with customers and transportation operators via phone, email, and chat to understand concerns, propose solutions, and preserve trust - Proactively manage VIP and enterprise accounts, anticipating needs and delivering a high-touch service experience - Analyze recurring problems, surface root causes, and partner with internal teams to fix the underlying issue rather than just the symptom - Document every interaction, resolution, and follow-up in the company's internal software, and track response time, resolution rate, and satisfaction KPIs - Identify trends in customer feedback and recommend improvements to processes, policies, and product behavior - Mentor and support junior customer service representatives through coaching and informal training on difficult conversations
Requirements - 3-5 years in customer service, customer success, or account management, with significant experience handling escalations - At least 1 year working on a two-sided marketplace that connects buyers with suppliers - Strong verbal and written communication skills, including proven de-escalation techniques - Demonstrated ability to manage high-volume ticket queues accurately and efficiently - Background supporting VIP or enterprise clients with white-glove expectations - Comfort remaining calm under pressure, exercising independent judgment, and juggling shifting priorities
Benefits and work setup - Remote-first organization with a physical hub in Austin, TX - Medical, dental, and vision coverage, mental health support, virtual care, gym discounts, and family-building benefits, with employee premiums covered for U.S. hires - 15 paid time off days (rising to 20 after two years) plus 8 paid holidays - Company-paid life, short-term, and long-term disability insurance where available - 401(k) plan for U.S. employees and region-specific savings programs internationally - Choice of Mac or PC workstation with monitor, keyboard, and mouse provided - Employee referral bonuses and long-term financial planning resources