Sr Customer Experience Specialist - Finance

Role overview Lead complex customer finance escalations from initial triage through resolution, coordinating teams and keeping customers and senior stakeholders informed. Alongside resolving individual cases, you’ll identify recurring causes and lead improvements to billing workflows, escalation processes, and customer-facing operations.

Responsibilities - Own high-priority escalations, setting action plans, managing risk, coordinating contributors, and sharing timely updates. - Provide clear ownership across teams such as sales, finance, support, customer success, product, and engineering. - Prepare post-incident reviews and executive summaries, and track commitments through completion. - Analyze escalation patterns and business impact to identify process, product, and workflow improvements. - Lead programs to improve escalation standards, service expectations, tools, reporting, and dashboards. - Coach frontline teams in escalation prevention, de-escalation, customer communication, and process use.

Requirements - Able to bring structure to high-severity, complex customer issues and drive them to closure. - Strong cross-functional coordination and stakeholder communication skills, including executive-level updates. - Sound judgment in prioritizing risks, actions, and customer needs. - Ability to analyze recurring issues and translate findings into lasting operational improvements. - Experience creating clear documentation, tracking follow-up actions, and maintaining accountability.

Benefits and work setup This is a remote role for candidates in the United States, excluding the San Francisco Bay, New York City, and Washington, D.C. metro areas. The source also describes professional development support, health coverage, and parental leave.