Senior Client Escalations Specialist - On-Site

Socket.dev; Irvine (CA); On-site; USD 71,000 - 94,000; 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, Irvine-based, is seeking a Client Success Representative – Escalations to join our on-site team. You will handle our most complex client situations, de-escalate concerns, and deliver tailored solutions that protect relationships and retention.

You’ll analyze feedback trends, collaborate with Sales, Client Care, and Operations, and drive process improvements. If you excel in critical thinking and thrive in a fast-paced environment, this role offers a meaningful impact and a path to

Qualifications

• 3+ years of experience in a call center, client experience, or sales environment.
• Proven experience handling escalated or high-priority client interactions
• Strong analytical and problem-solving skills with the ability to identify trends and root causes
• 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

Call center experience

Escalation handling

Analytical skills

Communication skills

Emotional intelligence

Conflict resolution

Education

High school diploma or GED

Tools

Salesforce

Job description

TaxRise, Irvine-based, is seeking a Client Success Representative – Escalations to join our on-site team. You will handle our most complex client situations, de-escalate concerns, and deliver tailored solutions that protect relationships and retention.

You’ll analyze feedback trends, collaborate with Sales, Client Care, and Operations, and drive process improvements. If you excel in critical thinking and thrive in a fast-paced environment, this role offers a meaningful impact and a path to