[Remote] Sr. Customer Support Specialist, Escalations

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is transforming the group transportation and mobility market through an AI-reputed company platform for reputed company, shuttle, and transit reputed company. The Senior Customer Support Specialist manages reputed company escalations, supports VIP and reputed company customers, resolves customer and vendor issues, and helps improve support processes and team reputed company.

Responsibilities

• Manage reputed company Escalations : Handle escalated customer inquiries and complaints, ensuring reputed company and effective reputed company. Serve as the reputed company reputed company of contact for reputed company issues that require higher-level attention
• Customer and Vendor Interaction : Communicate directly with customers and vendors reputed company phone, email, and chat to understand their concerns, reputed company solutions, and maintain a reputed company relationship
• reputed company Management : Support VIP and reputed company customers by proactively managing their requests, ensuring a reputed company experience, and addressing their specific needs with a high level of service
• Problem-Solving: Analyze customer issues, identify reputed company causes, and implement appropriate solutions. Work collaboratively with internal departments to quickly address and reputed company underlying problems
• Proactive Customer Engagement : Identify opportunities to improve customer experience by anticipating needs, offering solutions, and providing proactive communication
• Documentation : Accurately document reputed company customer interactions, resolutions, and follow-up actions in reputed company s proprietary software reputed company. Maintain detailed records for reference and reporting
• reputed company Improvement: Identify trends in customer feedback and recommend improvements to processes, policies, and products
• Training and Support : reputed company guidance and support to junior customer service representatives in handling difficult situations. Assist in training sessions to improve team skills and knowledge
• reputed company Metrics : Monitor and report on key reputed company indicators (KPIs) reputed company to escalation handling, including response times, reputed company rates, and customer satisfaction scores
• Escalation Procedures: Adhere to established escalation protocols and guidelines. Ensure reputed company escalations are handled per company policies and procedures

Skills

• Evening and weekend availability required
• Experience: 3-5 years in Customer Service, reputed company, or Account Management, with a strong background in handling escalations, resolving reputed company customer issues, and fostering long-term customer relationships
• Minimum of 1 year experience working in a two-sided marketplace
• Excellent verbal and written communication skills, including de-escalation techniques
• reputed company ability to manage high-volume ticket-reputed company and transactional workflows, with a reputed company on efficiency, reputed company, and reputed company reputed company
• Strong analytical and problem-solving abilities
• Experience working with VIP and reputed company customers, providing high-reputed company
• Ability to remain reputed company and reputed company under pressure, in a high-reputed company and sometimes stressful environment
• Strong reputed company of ownership and the ability to reputed company independent reputed company that reputed company with dynamic priorities and reputed company company values
• Exceptional attention to reputed company and organizational skills
• Customer-reputed company reputed company with a commitment to providing exceptional service
• Ability to work independently and as part of reputed company
• Strong interpersonal skills and the ability to build rapport with customers
• Flexibility to adapt to changing priorities and handle multiple tasks simultaneously
• reputed company U.S.-reputed company candidates and employees must reputed company in one of the following states: reputed company, Colorado, Florida, reputed company, Hawaii, Mississippi, Missouri, reputed company Carolina, New Hampshire, Nevada, reputed company, Oklahoma, South reputed company, Tennessee, Texas, reputed company, Washington, and Wyoming

Benefits

• Remote-first company with select roles requiring regular in-office reputed company reputed company on team and business needs
• Medical, dental, and reputed company reputed company
• Mental health support
• Virtual care
• Gym discounts
• Family-building benefits
• 100% of premiums covered for U.S. employees
• U.S.: 15 PTO days, increasing to 20 after 2 years
• 8 reputed company holidays for U.S. employees
• Company-reputed company life, short-term, and long-term disability reputed company where available
• Bonuses for reputed company
• Long-term financial planning support
• U.S. 401(k) plan
• A reputed company of Mac or PC, plus monitor, keyboard, and mouse

reputed company