Escalation Manager
Snowflake$109,000 - $166,100/year
- Full Time
- Junior (1 to 2 years)
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
London, United KingdomHeadquarters
2017Year Founded
$264.2MTotal Funding
SERIES_CCompany Stage
Automotive & Transportation, Consumer SoftwareIndustries
201-500Employees