Customer Care Escalation Specialist

This is a fully remote position, open to applicants in Costa Rica.

📋 Description

• Manage and address both standard and intricate customer care inquiries.

• Collaborate with Technical Support, Product, and Engineering teams to resolve customer issues.

• Deliver advanced assistance for premium services and complex challenges.

• Act as an escalation point for Customer Care Representatives and Technical Support Representatives.

• Handle executive escalations involving Granicus executives or key clients.

• Work collaboratively across departments to efficiently resolve escalated cases.

• Act as the main point of contact for executive customers.

• Develop relationships with executive stakeholders and advanced support clients.

• Facilitate discussions within Granicus govCommunities.

• Offer expert advice and support to community customers.

• Collect customer feedback and identify trends and recurring challenges.

• Recommend process enhancements based on customer insights.

• Monitor and report the resolution of escalated cases.

• Identify systemic problems and advocate for sustainable solutions.

• Provide recommendations to internal teams based on case trends.

⛳️ Requirements

• Minimum of 2 years of experience in Customer Care, Technical Support, or Customer Success.

• Demonstrated success in case management and handling escalations.

• Outstanding verbal and written communication skills.

• Experience engaging with high-level stakeholders and managing sensitive escalations.

• Ability to collaborate with internal teams across functions.

• Proven experience troubleshooting complex issues in dynamic environments.

• Background in managing high-profile or executive customer relationships.

• Experience coordinating resolutions and managing escalations across departments.

• Familiarity with SaaS products, cloud services, or digital engagement platforms.

• Experience in identifying and executing process improvements.

• Capability to manage high-stakes situations with composure.

• Availability to work shifts between 6am–9pm, Monday–Friday, Central time.

• Commitment to maintaining the confidentiality, integrity, and availability of company information assets.

• Responsible for ensuring the privacy of employee and customer data and completing necessary privacy training.

• No formal degree requirement; Granicus does not impose degree requirements for most positions.

🏝️ Benefits

• Remote-first working environment.

• Access to Employee Resource Groups.

• Opportunity for coffee sessions with the CEO, Mark.

• Microsoft Teams communities centered around wellness, art, pets, family, parenting, and more.

• Special guest discussions addressing topics that affect employees.