customer service escalation specialist

WOROOD

<div>
 Job Description:
 
 
 <ul>
 <li>
 Handle day-to-day customer service inquiries across all channels (phone, email, chat, and face-to-face when needed), while owning complex, high-impact cases and supporting the team when required
 </li>
 <li>
 Manage escalated customer complaints and complex cases, including hard calls, with confidence and empathy.
 </li>
 <li>
 Communicate clearly and professionally, demonstrating sound judgment across all customer touchpoints.
 </li>
 <li>
 Address cases raised from social media and other platforms, ensuring timely and appropriate resolution.
 </li>
 <li>
 Manage order follow-ups and coordinate with logistics to resolve delivery delays or service issues.
 </li>
 <li>
 Identify at-risk customers and apply retention-focused solutions to prevent churn.
 </li>
 <li>
 Act as the first senior escalation point prior to management involvement, ensuring full case ownership.
 </li>
 <li>
 Maintain brand tone and service standards in all customer interactions, including sensitive situations.
 </li>
 <li>
 Monitor assigned ticket queues, prioritize cases effectively, and support SLA achievement through timely follow-up and resolution.
 </li>
 <li>
 Proactively track open tickets, aging cases, and response times, escalating risks that may impact SLA performance.
 </li>
 <li>
 Collect customer feedback and identify reasons for returns or dissatisfaction to support service improvement.
 </li>
 <li>
 Identify when a case requires management escalation and coordinate accordingly with clear documentation.
 
 
 
 </li>
 </ul>
 Requirements:
 
 
 <ul>
 <li>
 5+ years of customer service experience, preferably within e-commerce, fashion, or international service environments.
 </li>
 <li>
 Excellent verbal and written communication skills in Arabic and English.
 </li>
 <li>
 Strong phone etiquette with the ability to manage challenging and escalated conversations.
 </li>
 <li>
 Experience handling customer escalations, retention cases, and social media interactions.
 </li>
 <li>
 High emotional intelligence and sound professional judgment, with a strong sense of ownership and the ability to manage customer interactions effectively.
 </li>
 <li>
 Strong problem-solving skills with attention to detail and organization.
 </li>
 <li>
 Ability to multitask and work under pressure in a fast-paced environment.
 </li>
 <li>
 Passion for delivering high-quality customer experiences and driving customer loyalty.
 </li>
 <li>
 Fluency in English is a must.
 </li>
 <li>
 Experience in offshore or international customer service environments is a plus.
 </li>
 <li>
 Familiarity with CRM platforms (e.g., Zendesk, Gorgias) is a plus.
 
 </li>
 </ul>
</div>

Senior Customer Service Agent

Capital One

<div>Work From Home Sr. Advocacy Coordinator
The Senior Collections Customer Advocacy Coordinator serves as a Tier 2 escalation expert within Auto Finance. This role supports complex and high-risk auto finance accounts across all stages of collections while acting as a customer advocate and compliance partner. You will handle highly escalated customer interactions, support complaint resolution, assess regulatory risk, and contribute to continuous improvement initiatives through quality feedback and trend analysis. You will act as the bridge between frontline associates and complex resolution, utilizing strong de-escalation skills to prevent Tier 3 corporate complaints.
Key Responsibilities:
Escalation Management &amp; Customer Advocacy:<ul><li>
Tier 2 Resolution: Manage inbound live calls from customers and frontline associates (consults) to resolve escalated issues</li><li>
Complaint Research: Research and resolve customer/regulator complaints received via letter, inbound call, email, or NPS surveys results</li><li>
De-escalation: Utilize advanced communication skills to handle upset customers, preventing further escalation to Office of the President (OOTP) Tier 3 levels</li><li>
Outbound Engagement: Perform outbound calls to customers for follow-ups, including CAS requests, missing information, and denied requests efforts to improve customer experience</li></ul>
Risk, Compliance &amp; Strategy:<ul><li>
Risk Identification: Flag potential regulatory compliance violations or risk events immediately</li><li>
Trend Analysis: Identify and provide feedback on recurring trends regarding customer friction points</li><li>
Documentation: Create professional customer responses for complaints and maintain thorough documentation in accordance with company standards</li></ul>
Operational Support:<ul><li>
Subject Matter Expert (SME): Serve as an SME for complex collections, escalations, and policy interpretations for internal teams</li><li>
Special Projects: Participate in projects supported by CCAT, including process enhancements and departmental initiatives</li><li>
Loss Mitigation: Support customers with repayment plans, hardship program enrollment, and resolution pathways</li></ul>
Technical Proficiency:
Candidates must have the ability to navigate multiple applications simultaneously to assist customers efficiently.<ul><li>
Communication &amp; Collaboration: Slack, Google Chat, Google Workspace (Sheets, Docs, Slides, Forms)</li><li>
Core Systems: Titan/Ease, Dionysus, Remtico, TMS</li><li>
Data &amp; Monitoring: Atticus/Kibana, Unidentified Log, Vessel, Sentinel</li><li>
Verification &amp; Compliance: Innovis, Intellicheck, Empath</li></ul>
Job Level: Sr Coordinator
Schedule: 9:00am-6:00pm or 10:00am-7:00pm Monday-Friday CST
Basic Qualifications:<ul><li>
High School Diploma, GED, or equivalent certification</li><li>
At least 3 years of Customer Service or Call Center Experience</li><li>
At least 1 year of Auto Finance Loss Mitigation experience</li><li>
At least 1 year of experience using Google Suite or Microsoft office</li></ul>
Preferred Qualifications:<ul><li>
At least 4 years of Customer Service or Call Center experience</li><li>
At least 2 years of Auto Finance Loss Mitigation experience</li><li>
At least 1 year of experience supporting cross-functional teams or special projects</li></ul>
Work from Home Technology Requirements:<ul><li>
Secure home office environment that is free from background noise and distractions</li><li>
Reliable private internet connection that is not supplied via cellular data or hotspot is required<ul><li>
A private network that is password protected where you have ownership or line of site sight to every device on the network</li><li>
Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)</li><li>
Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions</li><li>
Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider</li><li>
To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page</li></ul></li><li>
Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met</li></ul>
Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
Work from Home Location Requirements:
This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Remote (Regardless of Location): $49,800 - $56,900 for Sr. Advocacy Coordinator (Corp) 

Plano, TX: $49,800 - $56,900 for Sr. Advocacy Coordinator (Corp) 
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate&rsquo;s offer letter.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City&rsquo;s Fair Chance Act; Philadelphia&rsquo;s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).</div>

Work From Home Sr. Advocacy Coordinator

ACE Money Transfer

About Us:ACE Money Transfer is a UK-based multinational company headquartered in Manchester, United Kingdom. ACE Money Transfer provides online remittance services to individuals in 28 countries across UK, Europe, Canada, and Australia, enabling them to send money across borders in over 100 countries.Position Summary:The Escalation Management Officer shall assist the unit&rsquo;s Team Leader in discharging the unit&rsquo;s responsibilities. This includes investigation of complex transactions, performing enhanced due diligence while interacting with customers, and providing guidance and resolutions to compliance and customer services teams.Job Responsibilities:<ul><li>Handling queries escalated to the team through tickets. Guide the customer facing staff on the escalated matters.</li><li>Processing transactions for pay out if they comply with rules, otherwise holding them until they qualify.</li><li>Maintaining sufficient and satisfactory knowledge of relevant policy and procedures and standard operating procedures.</li><li>Assessing sanction and PEP screening alerts escalated to the second stage.</li><li>Undertaking additional EDD measures, including confirming the source of funds and obtaining proof of funds from customers breaching the thresholds.</li><li>Investigating the complex or unusual transactions or customer behaviour and performing Enhance due diligence accordingly.</li><li>Reporting any suspicion detected while handling queries or transactions to the MLRO.</li><li>Undertaking specific compliance projects as assigned by the team leader or Deputy Manager Compliance.</li><li>Ensuring the completion of periodical AML/CTF training and other relevant training assigned.</li><li>Perform miscellaneous job-related duties and special projects, as assigned</li></ul>Requirements:<ul><li>Bachelor&rsquo;s degree in Finance, Business, Law, or a related field.</li><li>Previous experience in a similar role is preferred.</li><li>Strong attention to detail to ensure accuracy and thoroughness in all tasks.</li><li>Excellent problem-solving abilities to identify issues and develop effective solutions.</li><li>Excellent communication skills and proven ability to work in a team.</li></ul>ACE Money Transfer Profile: https://acemoneytransfer.com/company-profileWork Location: In person

Compliance Officer - Escalation Management Unit

Fanatics

<div>About the team:

Fanatics Collectibles is a new company working at the intersection of collectibles and technology. Backed by some of the best investors, sports properties, and operators in the world, we&rsquo;re integrating with Fanatics&rsquo; global digital sports platform (inclusive of 900 sports relationships and more than 80 million fans) to reimagine the collectibles business. 


About the role:

Fanatics Collectibles is the licensed trading card division of Fanatics &ndash; a global digital sports platform that allows fans to Buy, Collect, and Bet. Collector Support is core to our business, reflecting the same passion as the fans we serve. These roles have historically led to advancement into Customer Experience, Product, and Brand Management. We&rsquo;re looking for proactive, detail-oriented individuals eager to grow within a fast-paced, evolving environment. #LI-Remote 


Senior Customer Support Associates act as escalation specialists within our broader support team, resolving high-priority issues from internal teams, social media, and executive channels. Operating remotely in US hours, Sr CSAs provide direct customer support, assist Tier 1 advisors with real-time challenges, and ensure consistent handling of public and private escalations while maintaining high service standards across channels. 


What you&rsquo;ll be doing:
<ul>
<li>Respond to complex and high-priority customer contacts across email, phone, and chat, applying sound judgment to drive resolution.</li>
<li>Manage escalations from internal teams, executive channels, and public-facing platforms such as X, Instagram, and Facebook.</li>
<li>Manage escalated contacts involving high-value or VIP collectors, ensuring sensitive issues are handled with discretion, urgency, and consistent executive-level support expectations.</li>
<li>Monitor social channels for brand- or exec-tagged posts, engaging publicly or via DM using assigned tools to resolve issues quickly and professionally.</li>
<li>Support daily service operations by flexing across regions to help stabilize global coverage during periods of high volume.</li>
<li>Provide peer-level guidance to Tier 1 agents, supporting workflow continuity and reinforcing best practices across shifts.</li>
<li>Maintain up-to-date knowledge of product releases, collector policies, and tooling to deliver accurate and timely support.</li>
<li>Identify, quantify, and escalate emerging or systemic issues impacting the collector experience.</li>
<li>Document all case activity thoroughly in support platforms to ensure clear handoffs and visibility.</li>
<li>Execute administrative tasks including refunds, returns, and stock allocations in accordance with regional policy.</li>
<li>Participate in process improvement efforts, providing feedback and insight to help evolve tools, workflows, and policies.</li></ul> 


What we&rsquo;re looking for:
<ul>
<li>Minimum 3 years of customer support or related experience, preferably in a fast-paced, high-volume environment</li>
<li>Strong understanding of the trading cards and collectibles industry, including collector behavior and product lifecycles</li>
<li>Proven ability to resolve complex or escalated issues with professionalism, empathy, and sound judgment</li>
<li>Experience handling public-facing issues, including social media support or executive-level escalations, is preferred</li>
<li>Excellent written and verbal communication skills with the ability to manage sensitive conversations across diverse customer profiles</li>
<li>Strong attention to detail and consistent documentation habits in CRM or case management systems</li>
<li>Comfortable navigating multiple platforms and tools simultaneously (Genesys, Shopify, Stripe, etc.)</li>
<li>Proficient in Microsoft Word and Excel</li>
<li>Confident working independently while contributing to team-wide priorities in a distributed, remote setting</li>
<li>Strong multitasking, prioritization, and time management abilities</li>
<li>Flexible schedule availability, including evenings, weekends, and high-demand periods (e.g., product drops, seasonal events)</li>
<li>Willingness to provide peer-level support and contribute to onboarding or process improvement initiatives</li></ul> 


The salary range for this position is $26.00 - $30.00/an hour, which represents base pay only and does not include short-term or long-term incentive compensation. When determining base pay, as part of a final compensation package, we consider several factors such as location, experience, qualifications, and training. 


Ensure your Fanatics job offer is legitimate and don&rsquo;t fall victim to fraud. Fanatics never seeks payment from job applicants. Feel free to ask your recruiter for a phone call or other type of communication for interview, and ensure your communication is coming from a Fanatics email address (including @collectfanatics.com). For added security, where possible, apply through our company website at www.fanaticsinc.com/careers.
Fanatics Collectibles is a new model and vision for the hobby, fundamentally changing the experience for current and future collectors, leagues, and players across many U.S. and international professional and college sports. The organization has long-term, exclusive rights to design, manufacture and distribute trading cards for several sports and entertainment properties, including MLB, MLBPA, the Premier League, MLS, UFC, Formula 1 as well as Disney, Marvel, Pixar, and Star Wars, among others. In January 2022, Fanatics Collectibles announced the acquisition of Topps, establishing the preeminent licensed trading card brand as the cornerstone of Fanatics&rsquo; trading cards and collectibles business, and jumpstarted its MLB and MLBPA rights to design, manufacture and distribute trading cards<div>
Fanatics is building a leading global digital sports platform. We ignite the passions of global sports fans and maximize the presence and reach for our hundreds of sports partners globally by offering products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting &amp; Gaming, allowing sports fans to Buy, Collect, and Bet. Through the Fanatics platform, sports fans can buy licensed fan gear, jerseys, lifestyle and streetwear products, headwear, and hardgoods; collect physical and digital trading cards, sports memorabilia, and other digital assets; and bet as the company builds its Sportsbook and iGaming platform. Fanatics has an established database of over 100 million global sports fans; a global partner network with approximately 900 sports properties, including major national and international professional sports leagues, players associations, teams, colleges, college conferences and retail partners, 2,500 athletes and celebrities, and 200 exclusive athletes; and over 2,000 retail locations, including its Lids retail stores. Our more than 22,000 employees are committed to relentlessly enhancing the fan experience and delighting sports fans globally.</div></div>

Senior Customer Support Associate

A&F Auto Repair

About UsWelcome to Battmobile, UAE&rsquo;s leading onsite auto services provider with a fleet of over 40 vehicles and technicians available 24x7. We take pride in being the number one onsite auto services provider in UAE, serving over 150,000 happy customers. Our services include emergency and preventive car care at customers' locations and at our service center in Al Quoz.Job Summary:This is a full-time on-site Customer Escalation Specialist/Customer Service Representative role located in Dubai at Battmobile. The Conflict Resolution Specialist will be responsible for managing and resolving conflicts between customers, technicians, and other stakeholders, ensuring smooth operations and customer satisfaction on a day-to-day basis.Key Responsibilities:<ul><li>Dispute Resolution &amp; Collaboration with Departments:</li><li>Act as the primary contact for customers facing conflicts or issues regarding battery, if the issue is escalated from the CC.</li><li>Investigate and analyze customer complaints to identify underlying causes.</li><li>Work closely with customer service, product development, and other relevant departments to address and resolve customer conflicts.</li><li>Provide feedback to improve products/services based on customer feedback.</li><li>Identify recurring issues and recommend improvements to processes or products to prevent future conflicts.</li><li>Collaborate with teams to implement preventive measures.</li><li>Maintain open lines of communication with customers throughout the resolution process.</li><li>Follow up with customers after conflict resolution to ensure satisfaction and gather feedback.</li><li>Negative Google reviews management:</li><li>Handling company-wide negative reviews management.</li></ul>Qualifications and Skills:The ideal candidate for the Customer Conflict Resolution Manager role should possess strong interpersonal skills, a keen ability to analyze situations objectively, and a commitment to finding fair and satisfactory resolutions.Benefits:<ul><li>Company Visa</li><li>Paid Leave &amp; Airfare</li><li>Medical Insurance</li></ul>How to Apply:If you are passionate about automotive care and possess the skills required for this position, we invite you to apply by sending your resume and a cover letter detailing your relevant experience to recruiter@battmobile.ae Please include the position title in the subject line of your email. We look forward to hearing from you!Job Type: Full-timePay: AED2,500.00 - AED3,500.00 per monthWork Location: In person

Customer Service Representative

Risas Dental and Braces

<div>Employment Status: Full-time 
 
✓ Dental Insurance ✓ Health Insurance ✓ Life Insurance
✓ 12hr ✓ Rotating
At Risas Dental and Braces, our focus is providing quality and affordable dental care and braces for families everywhere. Our goal is to think and speak a language that patients understand. For this reason, our Company Statement is We Speak Patient&trade;. The result is happier, healthier Patients, and better opportunities for our doctors and team members. 


We are seeking a friendly and professional bilingual Account Specialist to join our Risas family. The Account Specialist must have excellent customer service skills, a dynamic personality, be highly motivated, and detail-oriented. The Account Specialist works with patients to discuss payment options, insurance benefits and eligibility, financial account accuracy, and account balance resolution. We value good communication skills, reliability, a positive attitude, and organizational talents. 

Responsibilities 
<ul>
<li>Present and explain financial arrangements, monthly billing and collecting with patients</li>
<li>Post payments, charge new accounts, and close out for the deposit</li>
<li>Verify insurance benefits prior to all new patient exams</li>
</ul><ul><li>Educate and encourage patient's commitment to long-term treatment</li>
<li>Identify, address, and resolve any patient concerns</li>
<li>Validate and/or obtain authorization for payment from patients</li>
<li>Follow up with insurance companies regarding eligibility and payments</li>
<li>Bill insurance within 24 hours of the start of treatment</li>
</ul><ul><li>Close out the month and complete month-end reports</li>
<li>Additional duties and responsibilities as assigned</li></ul> 
 
Qualifications 
<ul>
<li>Bilingual in English and Spanish</li>
</ul><ul><li>High School Diploma or GED equivalent</li>
<li>Customer service experience over the phone a plus</li>
<li>Knowledgeable of dental and medical terminology preferred</li>
<li>Exceptional written and verbal communication abilities</li>
<li>Excellent organizational skills and ability to multitask</li>
</ul><ul><li>Ability to utilize de-escalation skills being an empathetic, active listener, who has strong follow through skills when speaking with patients</li>
<li>Ability to think creatively, problem solve, and work independently</li>
<li>Must have a growth mindset and the ability to adapt to change</li>
<li>Ability to work within a team environment and lend support, as a team player, to team members as needed</li></ul> 


Benefits

Risas Dental and Braces offers a comprehensive benefits package including
<ul>
<li>12-hour shifts, 3 days a week</li>
<li>Medical and vision benefits</li>
<li>Free dental services</li>
</ul><ul><li>401(k) with employer match</li>
<li>Tuition reimbursement opportunities</li>
<li>And many other ancillary benefits</li></ul> 


The working environment is fun, fast paced, challenging, and rewarding with opportunities for professional development and career advancement. Join us in this work. Begin a career that is full of meaning and value.</div>

Patient Accounts Specialist

Search 10000+ Customer service escalation specialist jobs near you this March. New roles added regularly across leading industries. Apply today.

10000 customer service escalation specialist jobs Near Me

Senior Customer Service Agent

Work From Home Sr. Advocacy Coordinator

Compliance Officer - Escalation Management Unit

Senior Customer Support Associate

Customer Service Representative

Patient Accounts Specialist

Patient Accounts Specialist