Escalation Associate - Remote

Overview

As an Escalation Associate at Tide, you will handle complex customer complaints and provide tailored solutions, working closely with the executive team to ensure customer satisfaction.

In Short

• Handle complex customer cases escalated from other teams.
• Communicate effectively with various departments to gather information.
• Provide resolutions to customer issues via phone and other channels.
• Manage escalations from the executive team.
• Identify patterns in escalated cases for improvement.
• Stay updated on product and process changes.
• Provide regular feedback to management.
• Assist with data reporting and performance tracking.

Requirements

• Exceptional spoken and written English skills (C1;C2 level).
• Experience in de-escalating difficult customer situations.
• Innovative problem-solving skills.
• At least 2 years of customer support experience.
• Excellent organizational skills.

Benefits

• 25 days paid annual leave.
• 3 paid days off for volunteering or learning activities.
• Extended maternity and paternity leave.
• Personal learning and development budget.
• Additional health and dental insurance.
• Mental wellbeing platform access.
• Fully covered Multisports card.
• Food vouchers and office snacks.
• Work from home equipment allowance.
• Flexible working from home options.