Advanced Customer Escalations Specialist
Core
Resolve complex customer escalations for Consumers, Dashers, and Merchants by making empowered decisions and partnering cross-functionally to remove friction and improve the Support Operations model.
Role type
Senior Customer Escalations Specialist (IC)
Builds
High-touch customer resolutions and process improvement feedback loops
Domain
Food delivery / Logistics / Customer Support
Deliverable
client delivery
Required skills
De-escalation, critical thinking, cross-functional partnership, proactive issue ownership, QA excellence, productivity management
Preferred skills
Experience turning detractors into promoters, attention to detail, consultative approach
Responsibilities
Manage escalated customer concerns end-to-end, make empowered decisions to resolve edge cases, partner with S&O teams to provide customer feedback, participate in retention programs, follow up on every issue until resolution
Seniority
Senior, high-performing IC (top 10% performer, 6+ months internal experience)
