CX Senior Support & Escalations Expert - Remote

Overview

As a CX Senior Support & Escalations Expert, you will play a pivotal role in managing escalations, driving team efficiency, and ensuring service excellence.

In Short

• Serve as the team’s POC in the absence of the Team Lead.
• Oversee daily ticket triage to prioritize inquiries.
• Resolve escalated concerns and complex cases.
• Monitor CX Support agents’ performance and provide coaching.
• Identify trends in escalations to propose improvements.
• Partner with the Product team for customer insights.
• Lead or support projects aligned with team goals.
• Conduct quality checks on tickets and interactions.
• Provide hands-on support during high-volume periods.
• Refine manual operations with cross-functional teams.

Requirements

• 5+ years in EdTech customer service.
• Proven leadership skills.
• Experience managing escalated cases.
• Skilled in ticket triage and resource allocation.
• Ability to monitor agent performance and provide feedback.
• Comfortable partnering with cross-functional teams.
• Proactive problem-solving skills.
• Exceptional communication skills.

Benefits

• Work in a fast-paced environment.
• Opportunity to solve complex customer issues.
• Collaborative work culture.
• Potential for professional growth.