Customer Experience & Escalations Specialist

Role overview Take ownership of complex or high-impact customer cases that need coordination across teams. The role focuses on restoring customer confidence through clear communication and guiding each escalation toward an accountable resolution.

Responsibilities - Manage customer cases that are complex, high impact or cross team boundaries. - Coordinate the people and teams needed to investigate and resolve escalations. - Keep customers informed with clear, appropriate updates. - Help ensure each escalation has an accountable owner and reaches resolution. - Work to rebuild customer confidence during difficult service experiences.

Requirements - Communicate clearly with customers during sensitive or complicated cases. - Coordinate effectively across teams to move issues forward. - Take ownership of cases through to a resolution. - Exercise sound judgment when handling high-impact customer concerns.