Copy of Escalations Specialist

Position OverviewWe 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 ResponsibilitiesOwn 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 businessWork 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 systemsCollaborate with billing and finance teams to handle final invoices, refunds, or outstanding balancesAssist with additional support-related escalations in which a customer threatens to quitRequired Qualifications2+ years of experience in customer service, account management, or SaaS subscription management, with specific experience handling customer escalationsUnderstanding 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 employeesHealthcare (medical, dental, vision)- company pays for up to 75% of health insurance for both employee and dependents - some plans with HSA optionsBasic term and optional term life insuranceShort-term disability (paid for by the company) and long-term disability401(k) and employer-matched retirement planPaid 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, WANote 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.

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