Customer Escalations Specialist
Job Summary
Detail-oriented and proactive, the full-time remote Customer Escalations Specialist will manage customer-related escalation inquiries, collaborating with cross-functional teams to resolve issues related to product adoption, post-onboarding challenges, and cancellation requests.
Key Responsibilities
- Own the escalation process for Plus customers, collaborating with teams to drive timely resolutions
- Engage with customers to understand cancellation reasons and propose solutions to retain business
- Develop training materials and refine escalation protocols to prevent future issues
Required Qualifications
- 2+ years of experience in customer service, account management, or SaaS subscription management with a focus on escalations
- Understanding of EHR software and healthcare industry regulations is a plus
- Proficiency in CRM and ticketing systems (Salesforce, Zendesk, or similar)
- Strong problem-solving and negotiation skills
- Detail-oriented with strong organizational skills
Complete Job Description
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