Remote Customer service Jobs · De-escalation

As a CX Team Lead at Archive, you'll play a critical role in scaling our customer experience operation, acting as the bridge between frontline agents and management. This role involves ensuring daily queue performance, quality execution, and rapid response to emerging issues, ideal for someone who loves coaching and thrives in operational detail.

The Patient Relations Specialist is responsible for triaging patient/caregiver feedback, including inquiries, compliments, suggestions, complaints, and grievances. This role collaborates with clinical and non-clinical teams, medical providers, and managers to review feedback, identify resolutions, develop action plans, and draft formal responses to patients/caregivers. As part of the Office of Patient Experience, the Patient Relations program is intended to serve an ombudsman role providing customer service.

You will play a critical role in managing and resolving complex client issues that escalate to the highest levels within Wealthsimple. Build comprehensive client sentiment and social trend reports that capture and analyze key aspects of escalation root cause and trends. Collaborate with various stakeholders across functions to identify and address urgent issues, transform problems into solutions, and champion the client experience.