Motorway

Customer Escalations Specialist

Brighton, Utah, United States

Not SpecifiedCompensation
Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
Automotive & Transportation, Consumer SoftwareIndustries

Requirements

Candidates should have experience in a customer-facing role, including handling tough conversations. Strong investigative, detail-oriented, and analytical skills are essential, along with a passion for customer care and the ability to turn bad experiences into good ones. Candidates must also demonstrate skills in risk assessment, prioritization, and workload management, with adaptability to contribute in a fast-paced environment. Excellent verbal and written communication skills are required.

Responsibilities

The Customer Escalations Specialist will handle formal complaints and NPS responses, respond to reviews on platforms like Trustpilot and Google Reviews, and deal with complex escalations while working with stakeholders to find customer-focused solutions. They will resolve business-critical issues, including those escalated to the C-suite, and use compensation to assist with service recovery. Additionally, they will manage GDPR requests, monitor compliance across operational teams, collect and share data to improve operations, and help different departments prevent fraud, security breaches, and legal claims.

Skills

Customer Service
Communication
Analytical Skills
Problem Solving
Risk Assessment
Prioritization
Workload Management
Detail-Oriented
Investigative Skills
GDPR
Data Collection
Fraud Prevention
Compliance

Motorway

About Motorway

Key Metrics

London, United KingdomHeadquarters
2017Year Founded
$264.2MTotal Funding
SERIES_CCompany Stage
Automotive & Transportation, Consumer SoftwareIndustries
201-500Employees

Risks

Competition from Cazoo and Cinch threatens market share.
Economic downturns may reduce consumer demand for used cars.
Integration challenges with Total Car Check could cause operational inefficiencies.

Differentiation

Motorway Pay offers instant transactions, setting it apart in digital payment solutions.
Acquisition of Total Car Check enhances vehicle provenance, boosting buyer trust.
Strategic leadership hires strengthen Motorway's financial and commercial management.

Upsides

Partnership with Leasing.com expands customer base and service integration.
New office space in Brighton supports growth and operational expansion.
Industry recognition boosts brand credibility and market positioning.

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