Escalation Specialist

Respond to and resolve complex or high-priority customer complaints from various channels, including those escalated by government or regulatory bodies.

Review, investigate, and analyze DSAT (dissatisfaction) comments and other customer feedback to identify service gaps and patterns.

Work closely with outsourcing partners, support teams, and cross-functional internal stakeholders (such as operations, product, and compliance) to deliver effective solutions and ensure consistent process alignment.

Develop action plans and recommendations to prevent recurring issues and enhance the customer experience.

Maintain detailed records of escalated cases, resolutions, and communications in CRM systems.

Support regular reporting on customer complaint trends and recommend process enhancements to management.

Contribute to and support training initiatives, ensuring frontline teams are briefed on effective escalation and resolution best practices.

Act as a subject matter expert on escalation protocols and provide coaching to frontline agents as needed.

Full-time position; flexibility to support peak business periods and escalated cases as needed.

Opportunity to make a measurable impact on the overall customer experience during a critical growth phase.