Handle escalations referred by CS Managers, Support, or Operations teams
Investigate complex service, billing, performance, or compliance issues
Communicate professionally to clarify issues, manage expectations, and provide resolutions
Document cases, findings, and resolutions accurately in internal systems
Ensure resolutions align with policies, contracts, and service agreements
Monitor resolution timelines and close cases within SLAs

🎯 Requirements

2–3 years in customer support, customer success, dispute resolution, or escalations
Strong written and verbal communication skills
Excellent problem-solving and analytical abilities
Calm, professional, and objective under pressure
Strong attention to detail and documentation skills
Experience working on-site in a fast-paced operations environment

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