Customer Escalations Specialist

This is a fully remote position, open to applicants in Arizona, +16 more states.

📋 Description

• Take ownership of the escalation process for Plus customers.

• Work in collaboration with Product, Engineering, QA, Support, and Compliance teams to address escalated issues.

• Engage with customers via phone and email to comprehend reasons for cancellation and propose retention strategies or alternative services.

• Create training resources and knowledge base materials alongside Support to mitigate future escalations.

• Provide customers with clear updates and uphold expectations.

• Formulate and enhance escalation protocols and KPIs, ensuring that SLAs are met or surpassed.

• Manage escalations in line with healthcare regulations, including HIPAA compliance.

• Record escalation requests, feedback, and resolutions in CRM or ticketing systems.

• Collaborate with billing and finance teams regarding final invoices, refunds, and outstanding balances.

• Support with escalations related to customers who express intent to leave.

⛳️ Requirements

• A minimum of 2 years of experience in customer service, account management, or SaaS subscription management, particularly in handling customer escalations.

• Familiarity with EHR software and healthcare industry regulations is advantageous.

• Exceptional verbal and written communication abilities.

• Capability to manage challenging conversations with professionalism and empathy.

• Proficient in CRM and ticketing systems (Salesforce, Zendesk, or similar).

• Strong problem-solving and negotiation competencies.

• Detail-oriented with excellent organizational skills.

• Must reside in one of the following states: Arizona, California, Colorado, Florida, Georgia, Indiana, Maryland, Minnesota, Missouri, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Texas, Virginia, or Washington.

🏝️ Benefits

• Healthcare coverage (medical, dental, vision); the company covers up to 75% of health insurance for both employees and their dependents; some plans include HSA options.

• Basic term and optional term life insurance.

• Short-term disability (company-paid) and long-term disability benefits.

• 401(k) plan with employer matching for retirement savings.

• Accrued paid time off: 120 hours per year, increasing to 160 hours in years 3–5 and 200 hours in years 5+.

• Opportunity for fully remote work.