Escalations Associate

Summary

Join Albert's Genius team as an Escalations Associate and become a cornerstone of our customer support, expertly handling complex issues during evening/overnight shifts, including weekends. You will de-escalate high-tension conversations, diagnose and resolve technical problems, and identify trends to proactively address potential issues. This role requires strong problem-solving, analytical, and communication skills, along with experience in customer service and escalation management. We offer competitive benefits, including health insurance, 401(k) match, wellness stipend, remote work, and career growth opportunities within a supportive and collaborative environment.

Requirements

• At least 2 years of experience in customer service, demonstrating your ability to navigate and resolve customer inquiries with skill and care
• Proven experience in handling escalations, showcasing your ability to manage complex and sensitive issues with tact and efficiency
• A strong background in managing a high volume of support requests via email or text, ensuring each customer receives timely and personalized assistance
• Comfortable being the last line of defense in the customer support chain, adept at resolving the most challenging issues that others could not

Responsibilities

• Become a linchpin in de-escalating emotionally charged exchanges, ensuring customer satisfaction and loyalty
• Tackle and resolve advanced technical issues, providing clarity and assurance to our users
• Analyze resolved escalations to identify trends and develop proactive solutions to mitigate future escalations
• Champion initiatives aimed at improving our customer experience, driving new benchmarks for quality and performance
• Contribute to a collaborative and positive team atmosphere, encouraging shared success and continuous learning

Preferred Qualifications

• Empathy: You bring a deep sense of understanding and compassion to every customer interaction, transforming challenging conversations into positive resolutions
• Problem-solving: Your ability to navigate complex issues and find effective solutions is unparalleled, ensuring customer concerns are resolved with efficiency and accuracy
• Decision quality: You're known for making sound judgments, drawing on a mix of analysis, wisdom, and experience to make the right call, even under pressure
• Innovation: Your forward-thinking approach enables you to identify and implement process improvements, enhancing both customer satisfaction and operational effectiveness
• Analytical skills: You possess a sharp ability to identify patterns and trends in customer escalations, using this insight to develop strategic resolutions

Benefits

• Competitive salary and meaningful equity
• Health, vision, and dental insurance
• 401(k) match
• Weekly delivered meals
• Monthly wellness stipend
• A remote work environment that's collaborative and supportive
• Career growth opportunities in a company with a meaningful mission