Escalations Support (Billing, Claims) - Shifting Schedule

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

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.