Remote Escalations Lead & Customer Success Coach

Reserv; United States; Remote; USD 120.000 - 160.000; Vollzeit

Benefits dieser Stelle

Health insurance

401(k) matching

Paid time off (PTO)

Family leave policy

Work from anywhere

Equipment provided

Zusammenfassung

Reserv is seeking a Customer Escalations Lead in the United States. This mid-level, player/coach role combines hands-on escalation work with leadership duties, shaping how the team operates, including processes, tools, and reporting.

You’ll manage high-priority escalations, coach Advisors, and drive cross-functional improvements to prevent repeats while keeping clients and Account Managers updated with status and outcomes.

Qualifikationen

• 5+ years in claims adjusting or escalations similar to advisor role.
• Leadership or mentoring experience, with desire to grow as a people leader.
• Strong root-cause analysis skills and ability to identify issue patterns.
• Experience driving process improvements and tooling to reduce escalations.
• Proven ability to manage difficult client conversations and build strategic relationships.

Aufgaben

• Carry a caseload of high-priority escalations and act as service-recovery advisor.
• Lead and coach Customer Escalations Advisors with regular 1:1s and development planning.
• Design and streamline escalation processes, triage, handoffs, and documentation.
• Create and maintain playbooks, escalation criteria, and SOPs.
• Develop dashboards and reports; surface escalation trends to leadership.
• Collaborate with Claims, Account Management, Data, Product and other teams.
• Balance workload, ensure coverage, and support hiring/onboarding as team grows.

Kenntnisse

Claims adjusting

People leadership

Root cause analysis

Process improvement

Client management

Cross-functional collaboration

Communication

Jobbeschreibung

Reserv is seeking a Customer Escalations Lead in the United States. This mid-level, player/coach role combines hands-on escalation work with leadership duties, shaping how the team operates, including processes, tools, and reporting.

You’ll manage high-priority escalations, coach Advisors, and drive cross-functional improvements to prevent repeats while keeping clients and Account Managers updated with status and outcomes.