Senior Client Escalations Lead – On-Site, High-Impact

TaxRise Inc.; Irvine (CA); On-site; USD 54,000 - 58,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Paid Time Off

401(k) retirement plan with company **

Professional Development Program

On-site gym and gaming lounge

Catered team lunches every Friday

Team outings

Job summary

TaxRise Inc. is seeking a Client Success Representative – Escalations to join our on-site team in California. You will handle complex client issues, de-escalate situations, and partner across Sales, Client Care, and Operations to improve retention and satisfaction.

The role requires 3+ years in a call center or client-experience environment, strong analytical and negotiation skills, and proficiency with CRM systems like Salesforce. We offer a competitive base pay and growth opportunities.

Qualifications

• 3+ years of experience in a call center, client experience, or sales.
• Proven experience handling escalated or high-priority client interactions.
• Strong analytical and problem-solving skills.
• Experience working within CRM systems (Salesforce or similar platforms).
• Excellent communication, emotional intelligence, and conflict resolution skills.
• High school diploma or GED (or equivalent combination of education and experience)

Responsibilities

• Manage and resolve complex client escalations and cancellation requests through our ticketing systems
• Engage directly with clients to understand concerns, de-escalate situations, and deliver tailored solutions
• Apply advanced communication and negotiation techniques to retain clients and resolve issues effectively
• Identify trends in client feedback and provide actionable insights to leadership to improve processes and experience
• Partner cross-functionally (Sales, Client Care, Operations) to drive seamless resolutions and continuous improvement
• Maintain detailed and accurate documentation across CRM and internal systems
• Take ownership of high-priority cases and contribute to elevating team standards

Skills

Escalation handling

Client experience

Analytical thinking

Communication

Emotional intelligence

Education

High school diploma or GED

Tools

Salesforce

Job description

TaxRise Inc. is seeking a Client Success Representative – Escalations to join our on-site team in California. You will handle complex client issues, de-escalate situations, and partner across Sales, Client Care, and Operations to improve retention and satisfaction.

The role requires 3+ years in a call center or client-experience environment, strong analytical and negotiation skills, and proficiency with CRM systems like Salesforce. We offer a competitive base pay and growth opportunities.