Client Escalations Specialist

Job Summary

As a full-time remote Client Escalations Specialist, the successful candidate will manage sensitive client situations, proactively resolve issues, and ensure a high-quality client experience while leveraging problem-solving skills and CRM tools.

Key responsibilities

• Act as the primary contact for upper-level support and de-escalate sensitive client situations
• Proactively monitor and resolve problem jobs to enhance client experience
• Maintain accurate records and partner with management to meet corporate goals

Required qualifications

• 3+ years in Customer Support, preferably in a Call Center; familiarity with legal services is a plus
• Proficient in CRM tools and customer support software (e.g., Salesforce, Intercom)
• Strong time management and organizational skills with a proactive approach
• Ability to thrive in a fast-paced environment, demonstrating self-motivation
• Effective collaboration with diverse personalities across all organizational levels