Escalations Manager

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. The role involves managing a team, setting performance goals, overseeing operations and escalations management.

Requirements

• At least 3 years of experience in escalations management
• Familiarity with escalation processes and procedures
• Ability to adapt to changing circumstances, handle pressure, and remain resilient in a fast-paced and demanding environment
• At least 2 years experience in managing direct reports in a customer service or escalations management contact center role
• Strong background in customer service or support
• Familiarity with customer experience metrics, such as Net Promoter Score (NPS), response time, and resolution time

Benefits

• Comprehensive Health & Wellness
• Time Off to Recharge
• Financial Peace of Mind
• Performance-Driven Culture
• Referral Rewards
• Planning for the Future
• Top-Tier Tech