Tier 3 Escalation Specialist - Remote

Overview

As a Tier 3 Escalation Specialist at Branch, you will handle complex customer issues that require advanced problem-solving skills and collaboration with various teams to ensure customer satisfaction.

In Short

• Resolve high-level customer complaints and service failures.
• Manage escalations related to financial transactions.
• Collaborate with internal and external teams to troubleshoot issues.
• Provide mentorship to Tier 1 and Tier 2 support teams.
• Identify gaps in customer service documentation.
• Lead customer escalation management processes.
• Develop strategies for continuous improvement.
• Analyze recurring customer issues for proactive solutions.
• Monitor performance of escalation management processes.

Requirements

• Extensive experience in customer support, especially with complex issues.
• Strong analytical and problem-solving skills.
• Excellent communication skills under pressure.
• Experience in advanced customer support roles, preferably in fintech.
• Ability to learn new processes quickly.
• Proven leadership in cross-functional teams.
• Strong organizational skills and attention to detail.
• Customer-centric mindset with a commitment to service.

Benefits

• Remote-first work culture.
• Branch-paid medical, dental, and vision insurance.
• Equity options.
• 401k plan.
• Flexible time off policy.
• Paid company holidays.
• Paid parental leave after 6 months of employment.