Providing best-in-class customer care, the remote Escalation Specialist will manage escalated customer concerns through inbound and outbound calls and emails, focusing on enhancing customer satisfaction and retention. Key responsibilities: Handle inbound phone support for escalated customers, effectively managing objections and providing knowledgeable product support Take ownership of the customer experience by identifying opportunities for improvement and facilitating efficient resolutions Document and track resolution action items, customer feedback, and communicate with accuracy and detail Required qualifications: Minimum of 2 years of relevant experience in a fast-paced, growth-oriented environment Experience handling a high volume of escalated customers via phone and email Proficiency with web-based tools and technology such as Google Suite, Slack, and Asana Strong interpersonal skills with a positive mindset and professional approach Ability to type 50+ WPM and demonstrate adaptability in adopting new technologies