Customer Escalation & Resolution Specialist

Mastery Logistics Systems; Lake Forest (IL); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental & Vision coverage

Life & AD&D Insurance

Legal & Employee Assistance

401(k) with 4% match

Flexible PTO

Giving Back—St. Jude partnership

Job summary

Mastery Logistics Systems seeks a proactive Customer Success professional to own high‑impact customer escalations, coordinating across product, engineering, and services to drive timely resolutions. You will manage communications, set expectations, and advocate for customers while maintaining strong internal alignment.

The role emphasizes cross‑functional collaboration, speaking clearly to executives and engineers, and improving processes to shorten cycle times in a fast‑paced logistics tech

Qualifications

• 2–5 years of experience in Customer Success, Technical Support, Account Management, Project Management, or Operations.
• Experience handling high‑stakes escalations or enterprise SaaS environments.
• Ability to balance multiple priorities in a fast-paced environment.

Responsibilities

• Act as the primary point of contact for customers navigating critical product issues.
• Coordinate with Product, Engineering, Commercial, and Professional Services to clear roadblocks.
• Own the communication lifecycle with proactive, transparent updates.
• Track metrics and drive improvements to escalation workflows.

Skills

Customer Success

Cross-functional collaboration

Stakeholder management

Communication

CRM platforms

Education

Bachelor's degree

Tools

Salesforce

Jira

Azure DevOps

Asana

Job description

Mastery Logistics Systems seeks a proactive Customer Success professional to own high‑impact customer escalations, coordinating across product, engineering, and services to drive timely resolutions. You will manage communications, set expectations, and advocate for customers while maintaining strong internal alignment.

The role emphasizes cross‑functional collaboration, speaking clearly to executives and engineers, and improving processes to shorten cycle times in a fast‑paced logistics tech