Escalation Coordinator

Full-time, associate-level role. 100% remote within the United States.

About the role

Support customer-support outsourcing across phone, email, chat, social channels, help desk, technical support, quality, and service operations, with particular attention to customer resolution. The role focuses on escalation coordination within customer support outsourcing, ensuring decisions are grounded in current records rather than memory or guesswork.

Responsibilities

• Track the Escalation Coordinator workflow by helping the team review available case history before responding.
• Own the Escalation Coordinator workflow by helping the team resolve routine issues within approved authority.
• Coordinate the Escalation Coordinator workflow by helping the team document commitments and next actions.
• Review the Escalation Coordinator workflow by helping the team escalate complex cases with enough context for the next owner.
• Maintain the Escalation Coordinator workflow by helping the team handle assigned customer or client requests.

Working Standard

Strong performance is demonstrated through fewer avoidable corrections, timely follow-through, and records that make the next action obvious. Success is measured through effective escalation coordination within customer support outsourcing.

Skills

• Use Knowledge Base and Multichannel Support confidently in escalation coordination.
• Apply Omnichannel Service Support without losing track of exceptions, owners, or deadlines.
• Document Case Management decisions clearly so another teammate can follow the reasoning.
• Use sound judgment around Escalation Coordination, especially when escalation is required instead of assumption.

Pay

Base salary: $40,000–$60,000 per year.