Customer Escalation Specialist

Job Description

The Customer Escalation Specialist is an integral part of the Customer Support Team at YouScience. The Customer Support Team understands the importance of helping our teachers and students feel heard and resolve their issues quickly. For that reason, the team prioritizes empathetic communication while striving to maintain efficient, frictionless, and humanized customer experiences. Reporting customer issues and feedback is fundamental to the success of our products. Being able to properly communicate the voice of the customer to our product and engineering teams is how we continue to improve and expand on our product success. It's critical that we have a way to properly document and communicate those customer pain points to the departments that have the ability to make those necessary changes. The ideal candidate is able to recognize when our product is not fully operational while offering consistent feedback on how to amplify ease of use. They have excellent time management skills and know how to identify high priority tickets and situations. Their communication skills are exceptional, as they will be communicating with multiple departments within the company.

Responsibilities :

Liaison between the business units, technology teams and customer facing teams.

Proactively communicate and collaborate with customers and YouScience employees to analyze information needs and functional requirements.

Internal reproduction of the customer problem to enable the development and testing of a resolution.

Be able to recognize trends to easily identify product issues impacting a higher number of customers.

Participate in incident and escalations calls to brief customer management on support cases and assist in the creation of action plans aiming to solve customer issues.

Work with product teams to communicate high priorities and escalation points, including taking on some coding, testing or configuration tasks to deepen product knowledge

Exhibit a positive and highly motivated attitude when communicating with customers and colleagues Document interactions with customers in CRM system

Provide feedback for system improvement + capture and report client feedback and suggestions

Prioritize and organize dev ticket requests with proper ticket documentation

Attend ongoing trainings to develop and maintain product knowledge

Qualifications : Qualifications

Comfortable working in dynamic environment

Expertise with technology; able to engage with multiple platforms simultaneously

Proven ability to complete multiple projects simultaneously while paying strict attention to detail

Able to work independently while also adhering to defined procedures and processes

Ability, and flexibility to work within our support hours (M-F, 6 AM to 3 PM Mountain Time)

Team-oriented, willing to help where needed

Attention to detail

Excellent cross departmental communication skills

Exceptional documentation, organizational and prioritization skills

High school diploma

Extra Credit :

Post-secondary education

Salesforce knowledge

JIRA knowledge

Education industry experience

SAAS industry or technical support experience

Basic coding skills

In depth understanding of how our products operate

Additional Information

Who We Are

YouScience is made up of a global workforce, focused on making a positive difference for millions of students, educators, and employers. We are proud of our mission oriented, collaborative culture, that strive to live by our company values in all that we do :

We empower others / We perform as a cohesive championship team / We are all leaders / We never stop growing / We make a positive impact / We show respect in word and in deed / We remember that life is bigger than our work

Benefits

Workplace Flexibility (hybrid and fully remote options)

Monthly home office allowance

Employee Assistance Program + Financial Academy Program

Community service opportunities with paid volunteer time

Medical, dental, & vision insurance + Supplemental benefit offerings

401K

15 days paid time off (PTO) / year

paid parental leave

Generous company holiday calendar, including summer and winter breaks

YouScience is an equal‑opportunity employer. We are committed to creating an environment where all employees can thrive.

Compensation : $22-$22