Escalations Manager

About the Role

Title: Escalations Manager

Reports to: Sr. Manager of Logistics & Customer Service

Location: Remote

CharterUP is seeking an Escalations Manager to oversee a team of escalations and complaints specialists, manage their performance, and ensure the timely resolution of complex and high priority customer issues. They also play a key role in process improvement, training, and coordination with other departments.

This role involves managing a team, setting performance goals, overseeing operations and escalations management. The Escalations Manager plays a crucial role in ensuring customer satisfaction, maintaining SLA compliance, and fostering a culture of continuous improvement and customer-first mentality within the team and across the organization.

The role reports to the Sr. Manager of Logistics & Customer Support and is part of the CharterUP Service Operations team.

What You'll Do

• Team Management
  • Manage a team of escalations and complaints specialists, providing training, oversight and support.
  • Set clear performance goals, provide regular feedback, and administer performance evaluations.
  • Define KPIs and targets for the team to include individual performance metrics in addition to department metrics for Customer satisfaction, response time and resolution time. 
  • Conduct regular team meetings to discuss performance, share best practices, and address any challenges or concerns.
  • Foster an environment of continuous improvement and customer first mentality
• Operations Management
  • Monitor and respond to inbound request volume to ensure all customers receive a response in a timely manner and in line with SLA targets established.
• Escalations Management
  • Serve as the primary point of contact for complex and high priority customer issues that require escalation. 
  • Ensure escalation resolution results in customer satisfaction and customer retention.
  • Act as a community liaison on exceptional requests that require coordination across multiple departments, including owning the transaction and execution steps required from the Logistics & Customer Support side.. 
  • Reviewing and responding to customer  requests for non-standard documentation, including non-standard requests for COIs,  in line with company policy and after coordinating with appropriate parties.
  • Assist with chargeback research and rebuttals.
• Process Improvement
  • Develop and deploy a training program for Sr. Customer Support Agents to assume primary responsibility for customer escalation calls. 
  • Develop and implement an operating model that enables cross-functional capabilities and maximizes output and efficiency while not compromising customer satisfaction. 
  • Maintaining records of all escalations and unique situations with a view to reporting on volume and identifying opportunities for process improvement and agent retraining.
  • Identify opportunities for cross-functional process alignment and outline recommendations for process design. 
  • Create a loop of feedback into Product Development, Operations, Finance, Sales and other departments

What You'll Bring

• At least 3 years of experience in escalations management.
  • Familiarity with escalation processes and procedures is important. This involves understanding how to effectively handle and resolve high priority or complex customer issues, as well as coordinating with other departments and stakeholders to ensure prompt resolution.
  • The role can be dynamic and challenging. The ability to adapt to changing circumstances, handle pressure, and remain resilient in a fast-paced and demanding environment is important.
• At least 2 years experience in managing direct reports in a customer service or escalations management contact center role.
  • Prior experience in team management or leadership is crucial. This includes skills in providing guidance, support, and coaching to team members, setting performance goals, conducting evaluations, and fostering a positive and collaborative team environment. The ability to motivate and inspire team members to achieve their targets and continuously improve their performance is essential.
  • A strong background in customer service or support is essential. This includes experience in handling escalations, complaints, and complex customer issues. Having a deep understanding of customer needs and expectations will help in effectively managing the team and resolving customer concerns.
  • Familiarity with customer experience metrics, such as Net Promoter Score (NPS), response time, and resolution time, is valuable. Understanding how these metrics impact customer satisfaction and retention and using them to drive improvements is essential.
• Process Improvement: Knowledge of process improvement methodologies, such as Six Sigma or Lean, is beneficial. Experience in identifying areas for improvement, analyzing data, and implementing process enhancements to drive efficiency and customer satisfaction is highly valuable.
• Communication and Collaboration: Strong communication and collaboration skills are necessary for effective interaction with team members, stakeholders, and customers. This includes the ability to clearly convey expectations, provide feedback, and build relationships with individuals from diverse backgrounds and departments.
• Analytical and Problem-Solving Skills: The ability to analyze data, identify trends, and make data-driven decisions is important. Strong problem-solving skills are necessary to address complex customer issues, identify root causes, and propose effective solutions.

Recruiting process

• Step 1: Video Call with Talent Acquisition
• Step 2: Video Call with Hiring Manager
• Step 3: Video Call with the Team
• Offer & reference check
• Welcome aboard!