We are looking for Senior Customer Support Escalations Specialist - Remote / Telecommute for our client in Montreal, QC
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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Benefits
Our Benefits Include:
- 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
Disclaimer: Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.
About Cynet Systems
Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.
As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.
