User Escalation Specialist
Core
Single point-of-entry for resolving high-priority user escalations by investigating root causes, driving cross-functional remediations, and building support processes from the ground up.
Role type
Senior User Escalation Specialist (Process & Resolution)
Builds
Escalation resolution workflows, root cause analysis frameworks, and cross-functional remediation strategies
Domain
Financial Technology / Customer Support Operations
Deliverable
client delivery
Required skills
User escalation triage, cross-functional stakeholder management, data-driven root cause analysis, process building from scratch, SLA adherence, direct user communication (email/phone), project leadership
Preferred skills
SQL proficiency, experience with large/enterprise users, leading multiple concurrent projects
Responsibilities
Respond to and triage incoming user escalations within SLAs; communicate directly with users to resolve critical issues; conduct data-driven root cause analyses; collaborate with product and engineering teams to implement permanent fixes; build team processes and train staff; influence product roadmaps to prevent future escalations
Seniority
Senior, hands-on IC with process ownership