Senior Escalations Specialist - Remote

Overview

The Sr. Escalations Specialist will be responsible for managing and resolving complex member cases and high priority escalations, ensuring a seamless experience for members and maintaining strong client satisfaction.

In Short

• Manage and resolve highly escalated client member cases.
• Investigate root causes of escalated issues.
• Share insights and trends to drive continuous improvement.
• Identify opportunities to streamline processes.
• Develop best practices for handling complex member cases.
• Work with developers to improve Salesforce processes.
• Resolve technical member issues with external vendors.
• Support training on escalation changes.
• Manage projects for operational efficiencies.

Requirements

• 3-7+ years in escalations management or customer service.
• Bachelor’s degree in business or communication desired.
• Proven experience managing complex cases.
• Experience with technical stakeholders.
• Track record of implementing process improvements.
• Strong communication and interpersonal skills.
• Excellent problem-solving skills.
• Ability to work under pressure.
• Familiarity with CRM tools like Salesforce.
• Understanding of the fitness/gym membership industry desired.

Benefits

• Work environment free of discrimination and harassment.
• Equal employment opportunity.