Position Overview
We are seeking a detail-oriented Escalations Specialist to handle customer related escalation inquiries, partnering with our retention team. This role involves managing and triaging customer inquiries related to product/feature adoption, post-onboarding challenges, and cancellation requests. This role requires excellent communication, problem-solving skills, and the ability to handle critical customer issues in a professional and timely manner.
Key Responsibilities
- Own the escalation process for Plus customers, collaborating with cross-functional teams (Product, Engineering, QA, Support, Compliance) to drive timely and effective resolution of escalated issues.
- Work alongside the retention team, communicating with customers via phone and email to understand the reason for cancellation and offer potential solutions or alternative services to retain business
- Work closely with Support to develop training and knowledge base materials aimed at preventing future escalations.
- Communicate regularly with customers, providing transparent updates and managing expectations.
- Develop and refine escalation protocols and KPIs, ensuring SLAs are met or exceeded.
- Ensure all escalations are handled in compliance with healthcare regulations (e.g., HIPAA,)
- Ensure accurate documentation of escalation requests, feedback, and resolutions in CRM or ticketing systems
- Collaborate with billing and finance teams to handle final invoices, refunds, or outstanding balances
- Assist with additional support-related escalations in which a customer threatens to quit
Required Qualifications
- 2+ years of experience in customer service, account management, or SaaS subscription management, with specific experience handling customer escalations
- Understanding of EHR software and healthcare industry regulations is a plus
- Excellent verbal and written communication skills.
- Ability to handle difficult conversations with professionalism and empathy.
- Proficiency in CRM and ticketing systems (Salesforce, Zendesk, or similar).
- Strong problem-solving and negotiation skills.
- Detail-oriented with strong organizational skills.
Benefits for full time domestic employees
- Healthcare (medical, dental, vision)- company pays for up to 75% of health insurance for both employee and dependents - some plans with HSA options
- Basic term and optional term life insurance
- Short-term disability (paid for by the company) and long-term disability
- 401(k) and employer-matched retirement plan
- Paid time off that includes 8 sick leave days per year (80-hour annual rollover), 6 personal days per year (rollover all), and 12 vacation days per year (rollover all)
Position fully remote. Must reside in the following states: AZ, CA, CO, FL, GA, IN, MD, MN, MO, NH, NJ, NY, NC, OH, PA, SC, TX, VA, WA
Note this is an individual contributor role and does not include managing personnel. Role fully remote.
Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.