Customer Escalation Specialist 

✨ What you’ll be working on

As a Customer Escalation Specialist, you’ll take ownership of complex and escalated support cases, investigate what went wrong, and work with the right teams to find a clear resolution. You’ll be a key escalation point for frontline support agents and help guide them through difficult customer situations.

The job goes beyond closing tickets. You’ll work with Product, Engineering, Operations, Quality, and Training teams to spot recurring problems and improve the overall customer experience.

What You’ll Do

• Handle complex and escalated customer support cases.
• Investigate issues across systems, workflows, and the customer journey.
• Own customer cases from escalation through final resolution.
• Keep customers informed with clear and timely updates.
• De-escalate sensitive, emotional, or high-risk customer situations.
• Review case urgency, complexity, and business impact to prioritise work.
• Document escalated cases, actions, and resolutions accurately.
• Guide Tier 1 support agents through challenging customer interactions.
• Coach team members on troubleshooting and customer communication.
• Help onboard and support the development of new support agents.
• Act as a go-to person for products, systems, policies, and support processes.
• Work with Product, Engineering, Aftersales, Operations, Quality, and Training teams.
• Report recurring product issues, usability concerns, and process gaps.
• Turn customer feedback into practical improvement ideas.
• Help improve support workflows, knowledge base articles, and troubleshooting guides.
• Share escalation insights with Quality Assurance and Training teams.
• Represent the Voice of the Customer across internal teams.

What We’re Looking For

• 3+ years of experience in Customer Support or Customer Experience.
• Experience working in a fast-paced, high-growth, or complex contact centre environment.
• Hands-on experience resolving technically complex and emotionally sensitive customer issues.
• Strong understanding of customer escalation management.
• Excellent written and verbal communication skills.
• Ability to explain technical issues in simple, clear language.
• Strong problem-solving, analytical, and critical-thinking skills.
• Experience working with Product, Engineering, Operations, Quality, or Training teams.
• Experience mentoring, coaching, or onboarding support agents.
• Comfortable using CRM platforms, ticketing systems, and Microsoft Office.
• Strong attention to detail when documenting customer issues and resolutions.
• A customer-first mindset with good judgement when balancing customer needs and business priorities.
• Comfortable working in a fast-moving and changing environment.

Nice to Have

• Experience in automotive, mobility, electric vehicles (EV), or after-sales support.
• Experience improving customer support workflows or escalation processes.
• Familiarity with knowledge management systems and process improvement methods.

Work Location & Travel

Important: The job information lists this role as fully remote, but the location details also state that employees are expected to work onsite at the client’s headquarters in Charlotte, North Carolina, 4–5 days per week.

Please review the official job page carefully before applying to confirm the current work setup.

Occasional travel may also be required for company meetings, events, or other business needs.

About the Work Culture

The team focuses on creating a positive, encouraging, and performance-driven work environment where people can build long-term careers. The culture is centred around strong support, professional growth, and delivering a great experience for clients and customers.

Think you’re a good fit? Review the full job details and apply directly through the official company job page.