Senior On-Site Client Escalations & Retention Specialist

TaxRise; United States; 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 me

Professional Development Program

On-site gym and gaming lounge

Catered team lunches every Friday

Quarterly company outings

Job summary

TaxRise is seeking a Client Success Representative - Escalations to join our on-site team in Irvine, CA. You will act as a senior member of the Client Experience group, handling high-impact client situations with strategic problem-solving and empathy.

You will resolve advanced client concerns, identify patterns in feedback, and partner across Sales, Client Care, and Operations to improve retention and processes. This role thrives in a fast-paced environment and on-site collaboration.

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 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

Client experience

Sales experience

CRM systems (Salesforce)

Communication skills

Emotional intelligence

Conflict resolution

Education

High school diploma or GED

Tools

Salesforce

Ticketing systems

Job description

TaxRise is seeking a Client Success Representative - Escalations to join our on-site team in Irvine, CA. You will act as a senior member of the Client Experience group, handling high-impact client situations with strategic problem-solving and empathy.

You will resolve advanced client concerns, identify patterns in feedback, and partner across Sales, Client Care, and Operations to improve retention and processes. This role thrives in a fast-paced environment and on-site collaboration.