Customer Experience & Escalations Specialist

CloudTen Technologies Limited; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

CloudTen Technologies Limited is seeking a focused escalation specialist to own and coordinate complex customer cases across teams. You will guide each escalation toward accountability and a timely resolution, ensuring clear, proactive updates to customers throughout the process.

Ideal candidates communicate sensitively, coordinate across departments, and take ownership through final resolution, exercising sound judgment on high-impact concerns to restore confidence after challenging service

Qualifications

• Communicate clearly with customers during sensitive or complicated cases.
• Coordinate effectively across teams to move issues forward.
• Take ownership of cases through to a resolution.
• Exercise sound judgment when handling high-impact customer concerns.

Responsibilities

• Manage customer cases that are complex, high impact or cross team boundaries.
• Coordinate the people and teams needed to investigate and resolve escalations.
• Keep customers informed with clear, appropriate updates.
• Help ensure each escalation has an accountable owner and reaches resolution.
• Work to rebuild customer confidence during difficult service experiences.

Skills

Communication

Cross-team coordination

Ownership

Judgment

Job description

Role overview

Take ownership of complex or high-impact customer cases that need coordination across teams. The role focuses on restoring customer confidence through clear communication and guiding each escalation toward an accountable resolution.

Responsibilities

• Manage customer cases that are complex, high impact or cross team boundaries.
• Coordinate the people and teams needed to investigate and resolve escalations.
• Keep customers informed with clear, appropriate updates.
• Help ensure each escalation has an accountable owner and reaches resolution.
• Work to rebuild customer confidence during difficult service experiences.

Requirements

• Communicate clearly with customers during sensitive or complicated cases.
• Coordinate effectively across teams to move issues forward.
• Take ownership of cases through to a resolution.
• Exercise sound judgment when handling high-impact customer concerns.