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Job Description: 

Overview

This associate serves as the primary coordinator for customer escalations requiring heightened visibility and cross-functional engagement. The role manages critical incidents from intake through resolution, ensuring timely communication, stakeholder alignment, issue ownership, and customer advocacy.

Responsibilities

• Manage assigned customer escalations.
• Ensure rapid engagement of appropriate internal departments or teams.
• Track actions, commitments, timelines, and resolution activities.
• Maintain detailed escalation records and case documentation.
• Serve as a central point of coordination between customers and internal teams.
• Facilitate de-escalation and data-gathering calls to customers and follow-up discussions.

Requirements

• 2-5 years in Customer Support, Technical Support, Customer Success, Service Delivery, or Escalation Management, preferably experience in a high volume, high-complexity (call center) environment.
• Experience in communication tools across telephone, email and Video Conferencing (Teams), as well as client, case management and ticketing platforms (CRM, Zendesk, etc.)
• Experience in the IT industry, some understanding of the Cloud and IT provider space
• Familiarity with incident management and customer service methodologies.
• Experience supporting and directly interacting with different customer segments, including but not limited to enterprise, strategic or retail customers.
• Able to work in varying time zones to support the business.