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Escalations Specialist
We are obsessed with the hero's journey at JobNimbus. Every person has a hero's journey. Hermione Granger, James T. Kirk, Frodo Baggins, Anna & Elsa, Nacho Libre, and even YOU! This is our "call to adventure" to come check out JobNimbus. What do you have to lose? You might make a few new friends, learn about a sick new company doing some amazing things, and maybe you'll even land a new job!
Mission:
The Escalations Specialist is the key link between our customers and the development team, ensuring quick resolutions for customer-reported bugs and enhancing overall customer satisfaction.
What You'll Be Doing:
- Resolve escalated customer issues swiftly and thoroughly to improve satisfaction and retention
- Own and enhance our bug management process to drive faster turnaround and reduce backlog
- Serve as the connective tissue between Support and Development, strengthening communication and collaboration across teams
- Mentor and train the Support team to continuously elevate their product knowledge and troubleshooting capabilities
- Provide customers with clear, timely updates throughout the resolution process, ensuring transparency every step of the way
- Help drive Support's CSAT on How-To tickets from 87% to 90% through coaching and process improvement
- Monitor and improve key metrics including Time to First Response, Resolution Time, Customer Satisfaction, and Escalation Rate
What Makes You the Hero for This Job:
- Proven experience in a customer support, technical support, or escalations role
- Strong troubleshooting instincts paired with the patience and empathy to guide customers through tough moments
- Excellent written and verbal communication skills, with the ability to translate technical issues for non-technical audiences (and vice versa)
- Comfortable acting as a liaison between customer-facing and technical teams
- A coach's mindset — you enjoy training others and raising the bar for the whole team
- Highly organized with a strong sense of ownership over your inbox and open tickets ("Inbox Zero" isn't a dream, it's a daily habit)
- Track record of hitting or exceeding service-level metrics like response time, resolution time, and customer satisfaction
Superpowers:
- Ownership. You own the outcomes, drive initiatives, and solve problems proactively. If you need direction and someone to hold your hand, this job is not for you.
- Customer Obsessed. Everything we build should leave our customers saying, "Aw dip. This product is off the charts cool. Whoever wrote that code deserves a raise!"
- Proactive Learning. You stay ahead of the curve, continuously learning and implementing cutting-edge technologies.
- Team Commitment. You build, mentor, and lead a high-performance engineering team that delivers results together.
- Self Awareness. You know your strengths, weaknesses, and how to surround yourself with the right talent to succeed.
Mentor
Matt Nelson - Specialist in hiring amazing people, lover of music, Connect Four, ping pong, tennis, pickleball, photography, celebrating birthdays, the Red Sox, and recruiting.
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