Client Escalation Specialist

Socket.dev; Irvine (CA); On-site; USD 71,000 - 94,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Paid Time Off

401(k) retirement plan with company

Professional Development Program

On-site gym and gaming lounge

Catered team lunches every Friday

Team outings

Job summary

TaxRise, Irvine-based, is seeking a Client Success Representative – Escalations to join our on-site team. You will handle our most complex client situations, de-escalate concerns, and deliver tailored solutions that protect relationships and retention.

You’ll analyze feedback trends, collaborate with Sales, Client Care, and Operations, and drive process improvements. If you excel in critical thinking and thrive in a fast-paced environment, this role offers a meaningful impact and a path to

Qualifications

• 3+ years of experience in a call center, client experience, or sales environment.
• Proven experience handling escalated or high-priority client interactions
• Strong analytical and problem-solving skills with the ability to identify trends and root causes
• Experience working within CRM systems (Salesforce or similar platforms)
• Excellent communication, emotional intelligence, and conflict resolution skills
• High school diploma or GED (or equivalent combination of education and experience)

Responsibilities

• Manage and resolve complex client escalations and cancellation requests through our ticketing systems
• Engage directly with clients to understand concerns, de-escalate situations, and deliver tailored solutions
• Apply advanced communication and negotiation techniques to retain clients and resolve issues effectively
• Identify trends in client feedback and provide actionable insights to leadership to improve processes and experience
• Partner cross-functionally (Sales, Client Care, Operations) to drive seamless resolutions and continuous improvement
• Maintain detailed and accurate documentation across CRM and internal systems
• Take ownership of high-priority cases and contribute to elevating team standards

Skills

Call center experience

Escalation handling

Analytical skills

Communication skills

Emotional intelligence

Conflict resolution

Education

High school diploma or GED

Tools

Salesforce

Job description

WHY JOIN TAXRISE?

At TaxRise, we don’t just provide tax relief services; we provide hope, stability, and solutions to individuals and families facing financial uncertainty. Our team is passionate about reshaping the tax resolution industry through innovation, empathy, and unwavering commitment to our clients.

Join us and make a tangible difference in people’s lives while growing your career with a team that values your contributions.

ABOUT THE ROLE

As a Client Success Representative – Escalations, you’ll serve as a senior member of our Client Experience team, handling our most complex and high-impact client situations. This role is designed for experienced professionals who excel in critical thinking, problem-solving, and delivering exceptional client outcomes.

You’ll play a key role in shaping the customer journey by resolving advanced client concerns, identifying patterns in client feedback, and partnering cross-functionally to improve processes and retention strategies. Your ability to navigate sensitive conversations, build trust, and deliver solutions will directly impact client satisfaction and business performance.

This position is ideal for someone who thrives in a fast-paced environment, enjoys tackling challenging scenarios, and is motivated to elevate both the client experience and internal operations.

We’re all about that in-person vibe, so this role is 100% on-site. If you’re excited to collaborate side-by-side with a high-performing team, we’d love to meet you.

HOW YOU’LL BE REWARDED

At Tax Rise, Inc., we recognize and reward high performance, ownership, and results.

• Base Pay: $25.00 – $28.00/hour (full-time, 40 hours/week). Occasional overtime may be required based on business needs.
• Monthly Bonus: $1,600 – $3,000 average earning potential
• Total Compensation: Approximately $71,000 – $94,000 annually

Highly motivated team members who consistently exceed expectations have the opportunity to maximize earnings within this structure.

WHAT YOU’LL DO

• Manage and resolve complex client escalations and cancellation requests through our ticketing systems
• Engage directly with clients to understand concerns, de-escalate situations, and deliver tailored solutions
• Apply advanced communication and negotiation techniques to retain clients and resolve issues effectively
• Identify trends in client feedback and provide actionable insights to leadership to improve processes and experience
• Partner cross-functionally (Sales, Client Care, Operations) to drive seamless resolutions and continuous improvement
• Maintain detailed and accurate documentation across CRM and internal systems
• Take ownership of high-priority cases and contribute to elevating team standards

WHAT YOU’LL NEED

• 3+ years of experience in a call center, client experience, or sales environment
• Proven experience handling escalated or high-priority client interactions
• Strong analytical and problem-solving skills with the ability to identify trends and root causes
• Experience working within CRM systems (Salesforce or similar platforms)
• Excellent communication, emotional intelligence, and conflict resolution skills
• High school diploma or GED (or equivalent combination of education and experience)

WHAT WE OFFER

We believe in taking care of our team so they can take care of our clients. Here’s what you can expect as part of the TaxRise family:

• Medical, Dental, and Vision Insurance (starting after 60 days)
• Paid Time Off
• 401(k) retirement plan with company match
• Professional Development Program to support your growth
• Access to our on-site gym and gaming lounge
• Catered team lunches every Friday
• Fun and energizing quarterly company outings

ABOUT US

At TaxRise, our mission is simple yet impactful: to revolutionize the way taxpayers navigate their tax challenges. We believe in the power of lifting others up, and that's the driving force behind everything we do.

When you join us, you're not just becoming part of a company; you're joining a movement. We're a team that thrives on celebrating successes and making a genuine impact on people's lives.

We're proud to be the fastest-growing company in our industry, and we're on the lookout for exceptional individuals to help us continue our journey of transformation.

If you're ready to bring your unique talents and innovative spirit to a company where your work truly matters, TaxRise is the place to be. Join us and be part of a team that’s reshaping the future of tax resolution.

OUR COMMITMENT

At TaxRise, we’re proud to be an equal opportunity employer. We know that a world-class culture stems from the diversity and talent of our team. We provide equal employment opportunities (EEO) to all without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable law.

TaxRise is also committed to ensuring equal opportunity in employment for qualified persons with disabilities. If you require any reasonable accommodation throughout the recruiting process, please let your recruiter know.

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