Customer Success Specialist II

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main Tier 2 escalation contact for customer inquiries that go beyond Tier 1 capabilities.

• Manage escalated cases from the point of intake to resolution, encompassing investigation, coordination, customer communication, follow-up, and documentation.

• Respond to inbound and scheduled customer calls regarding complaints, disputes, or intricate situations.

• Facilitate and resolve disputes between customers and agents alongside Network Management.

• Compose and send emails related to escalations.

• Track customer survey feedback, address negative experiences, and direct feedback appropriately.

• Generate and oversee CRM tickets for escalated tasks.

• Assist with online review responses by crafting replies, flagging reviews, and ensuring closure of escalation-related matters.

• Develop training guides and reference materials based on frequent escalation scenarios.

• Offer CX leadership insights on escalation patterns and the requirements for Tier 1 enablement.

• Contribute to ongoing and ad-hoc strategic projects as assigned.

⛳️ Requirements

• Minimum of 2 years in customer support, customer success, or customer service roles.

• Proven experience managing escalations or complex cases that require multiple touchpoints for resolution.

• Familiarity with an omnichannel service framework (phone, text, email, chat).

• Experience with CRM systems; knowledge of HubSpot is advantageous.

• Experience with contact center applications; familiarity with Five9 is a plus.

• Proficient in gathering and processing large volumes of information to achieve resolutions.

• Skilled in de-escalating irate customers and maintaining composure during sensitive discussions.

• Capable of juggling multiple open cases while prioritizing by severity and urgency.

• Excellent written and verbal communication skills.

• Consistent and disciplined documentation of cases.

• Ability to collaborate across teams and hold tasks accountable without direct authority.

• Experience with AI tools and willingness to explore new technologies.

🏝️ Benefits

• Medical, dental, vision, and life insurance coverage.

• 18 days of paid time off, increasing with service tenure.

• 10 paid holidays annually.

• Provision for an annual budget dedicated to learning and professional development.

• Paid sabbaticals to commemorate significant milestones.

• Exclusive access to Clever homeownership benefits.

• Stipend for remote work expenses.

• 401(k) retirement plan managed through Guideline.

• 6 to 12 weeks of paid parental leave.

• Complimentary counseling sessions.

• Optional weekly meditation sessions.