Customer Escalation Specialist - Remote

Overview

Wise Pelican is seeking a detail-oriented and analytical Customer Escalations Specialist to manage complex customer issues and system-related escalations.

In Short

• Act as the primary investigator for escalated customer concerns.
• Work closely with Support and Development teams to diagnose system issues.
• Navigate Stripe and internal backend systems to analyze transactions.
• Track and categorize escalations to identify recurring issues.
• Handle chargebacks and investigate disputes.
• Document case findings and suggest UX enhancements.
• Develop structured reporting on escalations.
• Collaborate with Support to refine documentation and procedures.
• Provide data-backed recommendations for improving workflows.
• Determine the need for direct customer communication.

Requirements

• 3+ years of experience in customer or technical support.
• Experience with Stripe and handling chargebacks.
• Ability to navigate backend systems and CRM platforms.
• Strong analytical skills to identify patterns.
• Technical understanding of web applications.
• Ability to work independently and collaboratively.

Benefits

• Competitive Compensation – Base salary + performance-based incentives.
• Career Growth Opportunities – Clear pathways for advancement.
• Training & Development – Access to world-class training and mentorship.
• Supportive Work Culture – A team-driven environment.
• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance