Customer Success Specialist II

Role Overview:

• Serve as the dedicated Tier 2 escalation point within the CX organization.
• Report to the Director of Customer Experience.
• Own the most difficult customer situations end to end.

Key Responsibilities:

• Handle inbound and scheduled calls from customers with complaints or disputes.
• Mediate and resolve disputes between customers and agents.
• Create and manage tickets in CRM for all escalated work.

What Success Looks Like:

• In 3 months: Own the full escalation pipeline and de-escalate upset customers.
• In 6 months: Escalation volume per deal trends down and NPS holds above 80.
• In 12 months: No escalation you're not comfortable taking and Tier 1 teams resolve more issues independently.

Ideal Candidate:

• Can de-escalate upset customers and stay steady in sensitive conversations.
• Runs multiple open cases and prioritizes by severity.
• Disciplined about documentation and works well across teams.