Senior Customer Escalations Lead

Wise Pelican

Scottsdale (AZ)

On-site

USD 50,000 - 65,000

Full time

9 days ago

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Benefits offered by this job

Major medical insurance

Dental & Vision coverage

Paid time off

Professional development stipend

401(k) at tenure milestone

Competitive compensation

Job summary

Wise Pelican is seeking a Customer Experience Lead to own escalated issues from initial reply to verified resolution, spanning billing, subscriptions, campaigns, orders, and product bugs. You will manage the queue, draft escalation tickets for Product and Engineering, and drive root-cause fixes to prevent reoccurrence.

In this onsite Scottsdale role, you’ll coach teammates, manage policy-driven refunds and disputes, and optimize the escalation process end-to-end with internal tools and

Qualifications

4+ years in support, customer operations, or success with escalations
You write clearly, warmly, and follow through
Experience moving between CRM, shared inboxes, billing and fulfillment systems

Responsibilities

Own escalated customer issues from first reply to verified resolution
Investigate billing, subscription, order, campaign, and account problems and provide a clear next step
Write escalation tickets for Product and Engineering and follow through until closed
Handle refunds, credits, disputes within policy
Turn recurring problems into documented fixes and product feedback

Skills

Escalation management

Clear communication

CRM proficiency

Billing platforms

Problem solving

Team coaching

Tools

CRM systems

Billing platform

Fulfillment systems

Job description

In this onsite Scottsdale role, you’ll coach teammates, manage policy-driven refunds and disputes, and optimize the escalation process end-to-end with internal tools and

Get your free, confidential resume review.

or drag and drop your file here.