Remote Escalations Specialist - Student Experience Champion

TripleTen; United States; Remote; USD 6,700 - 13,000; Full time

Benefits offered by this job

100% remote work

Monthly KPI-based bonuses

Job summary

TripleTen is hiring an Escalations Specialist for its LATAM team. This remote role focuses on managing and de-escalating high-friction student issues across LATAM, protecting the company’s reputation and resolving claims with empathy.

You will analyze, negotiate, and coordinate with internal teams to close cases while maintaining accurate records. English and Spanish fluency are required, with 100% remote work and KPI-based monthly bonuses.

Qualifications

• At least 1 year in customer service, retention, escalations, or high-touch support.
• Experience handling difficult customers, high-conflict situations and sensitive escalations.
• Experience with sensitive cases involving potential legal action or reputational risk.
• Ability to manage public complaints and social media escalations.
• Excellent verbal and written communication in Spanish.
• Proficiency in English for written and verbal communication.
• Strong organizational skills and attention to detail.
• Solution‑oriented mindset with good judgment in high‑pressure situations.

Responsibilities

• Manage complex student complaints and high-risk cases across LATAM.
• Communicate directly with students and coordinate with internal teams.
• Investigate cases, de-escalate tensions, and negotiate resolutions.
• Identify risks and take action to minimize reputational and legal impact.
• Collaborate with cross-functional teams to ensure timely resolution.
• Document progress and follow up until final resolution.

Skills

Customer service

Escalations

Communication

Active listening

Empathy

Emotional intelligence

Spanish fluency

English proficiency

Organization

Problem solving

Tools

Slack

HubSpot

ActiveCampaign

Google Workspace

Job description

TripleTen is hiring an Escalations Specialist for its LATAM team. This remote role focuses on managing and de-escalating high-friction student issues across LATAM, protecting the company’s reputation and resolving claims with empathy.

You will analyze, negotiate, and coordinate with internal teams to close cases while maintaining accurate records. English and Spanish fluency are required, with 100% remote work and KPI-based monthly bonuses.