Senior/Customer Escalations Coordinator

Entrust Datacard; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative leader in identity-centric security solutions is seeking a dedicated individual to join their Customer Escalations team. This role involves managing critical customer escalations, collaborating with various teams to ensure timely resolutions, and enhancing processes for better customer satisfaction. The company values diversity and inclusion, providing a flexible and collaborative work environment. If you thrive in fast-paced settings and are passionate about delivering outstanding customer experiences, this opportunity is perfect for you. Join a forward-thinking company and make a significant impact in the industry!

Benefits

Share options

25 days annual leave

Two paid volunteering days

Private Medical Insurance

Life Assurance

Generous paid parental leave

Life enrichment allowance

Dedicated learning opportunities

Expense for workstation setup

Qualifications

• 3+ years in customer support, project management, or escalation management.
• Strong skills in project management and communication.

Responsibilities

• Lead customer escalations as projects, ensuring high-quality outcomes.
• Analyze escalations to identify root causes and implement solutions.

Skills

Customer Support Experience

Project Management Skills

Interpersonal Skills

Technical Understanding (APIs, SDKs)

Problem-Solving Skills

Organizational Skills

Fluent English

Job description

Career Growth, Flexibility and Collaboration!

Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!

The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. Entrust expects and encourages all individuals to accept and respect one another.

About the Team

You'll be joining the team leading Entrust's Identity portfolio, including the solutions formerly Onfido (AI-powered digital identity solution). Our technology helps businesses verify real identities using AI and biometrics, ensuring secure remote customer and business onboarding.

The Onfido Escalation Management function has two parts; a: Managing known and reported customer escalations (Reactive Escalation Management), b: Managing potential escalations (Proactive Escalation Management). As a part of the Customer Escalations team, you will manage Mission Critical Customer Escalations to ensure customer satisfaction.

Our Senior/Customer Escalation Coordinators identify recurrent issues and trends, partner with cross-functional teams, and coordinate their efforts to deliver timely resolution and mitigate business-impacting problems. They are comfortable talking about technical matters with businesspeople and vice versa and have a deep understanding of Onfido products and services.

What you will do:

• Lead and manage customer escalations as projects, overseeing their planning, execution, and ensuring the delivery of high-quality outcomes that meet customer needs.
• Coordinate and communicate with stakeholders at all levels to ensure alignment on project objectives and progress.
• Keep Executive Management abreast of critical customer issues through regular executive communications.
• Analyse escalations to identify root causes and help implement solutions in a proactive effort to mitigate potential customer issues.
• Work with Product Managers in defining the product roadmap by surfacing customer feedback and learnings from past requests.
• Help enhance escalation management processes and maintain accurate documentation.

This is truly a cross-functional role, requiring you to work effectively with customers, Customer Success team, wider Customer Support team, Product, Engineering, and Sales. If you have a passion for delivering outstanding customer experiences and thrive in a fast-paced environment, this could be the perfect opportunity for you.

Essential skills:

• Minimum 3 years of experience in a customer support, project management or escalation management role.
• Strong project management skills to handle escalations as mini projects.
• Excellent interpersonal, communication, and collaboration skills, including ability to influence stakeholders at all levels of the organisation.
• Comfortable with technical topics, for example, having an understanding of APIs, SDKs, and web applications.
• Strong problem-solving and analytical skills, with the ability to think critically and creatively.
• Diligence, patience, and friendliness under pressure and ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and planning skills, with a focus on attention to detail and accuracy.
• Empathy, and the desire to help others.
• Fluent spoken and written English.

Benefits (Portugal):

• Share options in Onfido, through our equity schemes.
• 25 days annual leave plus a day off for your Birthday.
• Two paid volunteering days per year.
• Private Medical Insurance through Allianz.
• Life Assurance (3x Annual Base Salary).
• Generous paid parental leave.
• Life enrichment allowance of up to €95 per month for services including gym, yoga, fitness classes, massages, childcare, and therapy.
• Dedicated learning opportunities including using tools like LinkedIn Learning.
• Expense up to £300 (or local equivalent) to purchase workstation setup equipment.

At Entrust, we don’t just offer jobs – we offer career journeys. Here is what you can expect when you join our team:

• Career Growth: We’re invested in your professional journey.
• Flexibility: We offer flexible options that fit your lifestyle.
• Collaboration: Our teams thrive on sharing ideas and working together.

We believe in securing identities—but it doesn’t stop there. At Entrust, we’re passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect.

Ready to Make an Impact?

If you’re excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference.

Apply today!

#LI-JB2

#ENT123

For US roles, or where applicable:

Entrust is an EEO/AA/Disabled/Veterans Employer.

For Canadian roles, or where applicable:

Entrust values diversity and inclusion and we are committed to building a diverse workforce.

If you require an accommodation, contact [e-mail].

Recruiter: James Beck [e-mail]