Voice of Customer Specialist, Customer Support - Trust & Safety
Core
Triage escalated customer issues, perform root cause analysis, and drive governance of systemic improvements to resolve customer pain points.
Role type
Senior IC Voice of Customer Specialist (Escalation & Root Cause Analysis)
Builds
Governed initiatives with clear owners, timelines, and measurable outcomes that resolve systemic customer issues
Domain
Customer Support / Trust & Safety / Operational Problem Solving
Deliverable
dashboards & analysis
Required skills
Escalation management, Root cause analysis, Data scrubbing, Cross-functional coordination, Project ownership, Post-implementation validation
Preferred skills
Voice of Customer (VoC) frameworks, Customer journey mapping, Lean/Six Sigma, Issue classification systems, Portfolio reporting tools
Responsibilities
Monitor and triage customer signals and escalations by urgency and impact; Coordinate live escalations and manage shift handovers; Perform root cause analysis on recurring cases; Translate findings into prioritized improvement initiatives; Partner with teams to assign ownership and track progress; Evaluate post-implementation customer impact; Deliver updates to leadership on risks and overdue items
