Risk and Escalations Department Head

True Vet Solutions; Middleburg (FL); Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote-first work from anywhere in the

Employer-sponsored medical, dental, &

Paid time off and company holidays

Team gatherings and events

Job summary

True Vet Solutions is a remote-first veteran advocacy organization dedicated to securing earned benefits for veterans across the USA. We seek a senior executive to lead risk and escalations, ensuring compliance with laws and the highest ethical standards, while guiding teams to resolve critical customer issues and protect vulnerable veterans.

The role requires 5+ years in complex escalation management, outstanding communication, and data-driven decision making.

Qualifications

• Bachelor's degree in Business, Communications, or related field or equivalent practical experience.
• 5+ years leading complex enterprise escalations, technical account management, or high-severity incident responses.
• Strong data entry skills with attention to detail.
• Ability to effectively communicate via phone and email.

Responsibilities

• Take point on upset and disgruntled customers, resolve underlying issues, and achieve customer satisfaction.
• Identify and manage risk for veterans in vulnerable situations to ensure timely care and urgency.
• Oversee gray-area cases, coordinating with involved departments for the best resolution.
• Build and maintain a centralized view of all flagged customer risks.
• Analyze escalation trends and feed insights back into internal policies to prevent recurrences.

Skills

Escalations leadership

Enterprise escalations

Phone and email comms

Data entry

Stakeholder management

Education

Bachelor's degree

Equivalent practical experience

Job description

Meet True Vet

At True Vet Solutions, we believe no veteran should have to fight alone for what they already earned.

Every day in America, veterans walk away from disability benefits they qualify for, not because they don't deserve them, but because the system meant to serve them is slow, confusing, and built to wear people down. We exist to change that. We stand between the veteran and the system, and we do not stop until they receive every benefit they earned.

We are a team of high-empathy, high-standards people doing work that actually matters. We answer the call when someone who served is at the end of their rope, and we turn it into an outcome that changes their life. The proof is in what our clients live:

• Tens of thousands of veterans represented
• $350M+ in lifetime benefits secured for the people who served
• 4.9-star client rating across 634 reviews

Where we're going.

We are not building a small shop that helps a few hundred veterans a year. There are millions of veterans in this country leaving earned benefits on the table, and we intend to reach them. We are building the most trusted veteran advocacy organization in America, and we are building it fast. If you are looking for a ceiling, this is the wrong place. If you are looking for a mission big enough to spend a career on, and a company moving fast enough for you to grow into the leader you're capable of becoming, keep reading.

The mission of this role

The Risk and Escalations Department Head serves as the senior executive responsible for managing high-severity customer risks, operational threats, and customer escalations. Working closely with Chief Executive Officer, Executive Leadership, and Directors, the Risk and Escalations Department Head ensures the organization operates in accordance with applicable laws, regulations, corporate policies, and the highest standards of ethical conduct.

What you'll own

• Escalations: Take point on upset and disgruntled customers. Talk them down, resolve the underlying issue, and get them to a place where they’re satisfied.
• Exceptional risk customers: Identify and manage full process for Veterans in especially vulnerable situations, such as those in hospice, facing a terminal diagnosis, experiencing homelessness, or in other vulnerable groups. Make sure they get the right care and urgency from start to finish.
• Gray-area cases: Own the customers who don’t cleanly fall into either bucket. Act as the project manager between the two, decide the most appropriate way to handle the customer, and coordinate with whichever departments are involved.
• Build and run a centralized view of all flagged customer risks.
• Analyze escalation trends and feed insights back into internal policies to stop recurring issues.

Requirements

• Available Monday–Friday, core hours in a U.S. time zone.
• Bachelor's degree in Business, Communications, or a related field, or equivalent practical experience.
• 5+ years leading complex enterprise escalations, technical account management, or high-severity incident responses.
• Strong data entry skills with attention to detail.
• Ability to effectively communicate via phone and email.

What we offer you

• Daily coaching and real skill development, you will be sharper in six months than you have ever been
• A clear path to grow; we promote from within and invest in the people who invest in the mission
• A team that has your back, and a standard worth being held to
• Work that lets you end the day knowing you changed the life of someone who served

Benefits

• Remote-first work, from anywhere in the USA
• Employer-sponsored medical, dental, and vision coverage
• Paid time off and company-wide holidays
• Hospitality experiences and team gatherings that make remote feel connected

Our Core Values

Our values are the heart of this company. The right person for any role here recognizes themselves in each of them.

Empathy, Without Exception.

Every veteran is a person who served, not a case number. We lead with understanding and we hold that standard on the hardest days, in the longest calls, with the most frustrated client. Empathy is the one thing we will never trade away.

Remarkable Character.

We do right by veterans when no one is watching. We tell each other hard truths with care, accept them with humility, and keep our words and our actions pointed at the same goal.

Relentless Advocacy.

We fight for every benefit a veteran earned, and we do not quit when the system pushes back. It is us against the issue, never us against the veteran, and never each other.

Competitive Greatness.

We hold ourselves to an elite standard because the people who served deserve elite representation. We compound small improvements into outsized results, and we build each other into leaders along the way.

True Vet Solutions is an equal opportunity employer. We hire for character and capability, and we welcome applicants of every background. Veterans and military spouses are strongly encouraged to apply.