Escalation Specialist

About the role

An Escalation Specialist at GoHiya works directly on customer resolution in support of inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations. The role focuses on escalation-specialized execution within contact center operations, with decisions grounded in current records rather than memory or guesswork.

Quality is measured by ensuring customer resolution is accurate enough for others to act on, and unresolved items are documented rather than guessed.

Responsibilities

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

Requirements

• Use Customer Experience and Quality Assurance confidently in escalation-specialized execution.
• Apply Client Communication without losing track of exceptions, owners, or deadlines.
• Document Escalation Specialized Execution decisions clearly so another teammate can follow the reasoning.
• Use sound judgment around Service Recovery, especially when escalation requires action rather than assumption.

Position Details

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

Pay

Base salary: $42,000–$62,000 per year.