We are seeking for Escalation Specialist to play a critical role within the customer support or operations team, responsible for managing and resolving complex or high-impact issues that cannot be addressed through standard support processes.

Key Responsibilities:

Collaborate with cross-functional teams (e.g., technical support, engineering, operations, legal) to resolve escalations efficiently.
Prioritize issues based on severity, impact, and customer profile, while maintaining compliance with SLAs and internal guidelines.
Track and manage escalation tickets from initiation to closure, providing clear updates to all stakeholders.
Identify recurring issues or patterns and contribute to root cause analysis and corrective action planning.
Maintain professional communication with customers throughout the escalation lifecycle, managing expectations and de-escalating tensions when necessary.

Preferred Skills:

Industry-specific knowledge (e.g., SaaS, telecommunications, healthcare, logistics).
Familiarity with ITIL practices or other incident management frameworks.
Conflict resolution or crisis management training is a plus.

Key Traits for Success:

Customer-focused mindset
High emotional intelligence
Detail-oriented with strong organizational skills
A sense of ownership and accountability