Senior Customer Support Escalations Specialist - Remote / Telecommute

Job Title: Senior Customer Support Escalations Specialist - Remote / Telecommute

Job Location: Montreal, QC

Job Type: Contract

Pay Range: $35.92hr - $40.92hr

Job Overview:

The Senior Support Specialist, Escalations supports internal customer service operations by interacting directly with customers and internal stakeholders. The role requires strong communication skills, problem-solving abilities, and customer service expertise. The candidate should be adaptable, proactive, and efficient in a fast-paced environment while maintaining professionalism and confidentiality. As part of this role, the candidate must demonstrate flexibility to adapt to evolving business needs and responsibilities.

Complex Case Management:

• Interact with customers and community members through all current and future channels, including live chat, social platforms, messaging, and direct phone contact.
• Manage complex cases end-to-end to resolve customer issues based on workflows and management guidelines.
• Recognize case type and severity, working cases accurately within the service s scope and escalating appropriately to other teams when necessary.
• Manage cases end-to-end requiring cross-functional collaboration with legal, policy, and other internal teams.
• Implement stakeholder recommendations and exercise sound judgment to determine their appropriateness for each unique case.
• Operate with full autonomy, making decisions to follow or extend beyond standard workflows to achieve optimal outcomes for both the community and business expectations.

Combining Efficiency with Quality:

• Maintain high standards in handling customer-facing casework.
• Drive cases to conclusion with urgency and accuracy.

Participating in Service Improvement:

• Support the simplification of complex processes and operational workflows within the team.
• Support management on performance improvement initiatives, consultations, and subject matter expertise.
• Assist with the onboarding of new team members.
• Promote a positive team environment and support management in implementing changes effectively.

Stakeholder Engagement:

• Communicate clearly and concisely, translating complex ideas for diverse audiences and identifying appropriate stakeholders for consultation.
• Establish clear expectations among stakeholders to ensure strategic alignment.
• Build and nurture strategic relationships across external and cross-functional teams.

Requirements:

• 5+ years of relevant experience in customer service, mediation, social media response, front desk, or a contact center environment making calls and handling customer contacts.
• Experience utilizing phone, messaging, or live chat to interact with users and customers.
• Hospitality experience, particularly with technology platforms, is preferred.
• Experience collaborating with internal stakeholders and third-party providers to resolve conflicts in a detailed, effective, and timely manner.
• Ability to work weekend days, public holidays, and early morning or evening shifts based on business needs.
• World-class interpersonal and written/spoken communication skills, including conflict resolution capabilities.
• Strong organizational, multitasking, and prioritization skills to work effectively within prescribed schedules.
• High quality standards, innovation, and hospitality focus coupled with a strategic business mindset.
• Ability to assess risk accurately, determine urgency levels, exercise good judgment, and share pertinent information with stakeholders.
• Calm and empathetic demeanor with the ability to personalize responses and remain level-headed under pressure.
• Experience engaging with executive-level stakeholders and explaining complex ideas clearly.
• Strong problem-solving, critical thinking skills, and comfort with ambiguity.
• Experience responding to crisis situations and providing proactive recommendations on optimal courses of action.
• Adaptability to embrace new tasks, changing priorities, and shifting team structures with flexibility.
• Advanced computer literacy, including macOS and Google Workspace.

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• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities