Escalations Coordinator

Are you passionate about delivering exceptional customer experiences and helping resolve sensitive customer concerns? We are seeking an Escalations Coordinator to serve as a key point of contact for high-priority customer escalations within a leading cloud-based property management technology company.

In this role, you will act as the bridge between customers and internal teams, ensuring concerns are acknowledged promptly, stakeholders are aligned, and customer issues are managed with empathy, professionalism, and urgency.

What You'll Do

• Manage high-visibility customer escalations received through customer support and onboarding channels.
• Acknowledge customer concerns, set expectations, and provide reassurance throughout the resolution process.
• Create and maintain escalation tracking cases and ensure accurate documentation.
• Coordinate with managers and internal stakeholders to facilitate timely customer communications and resolution plans.
• Schedule escalation discussions and prepare concise customer case summaries for leadership teams.
• Monitor escalation progress and provide proactive updates to customers and internal partners.
• Maintain adherence to established escalation playbooks, processes, and service standards.
• Identify escalation trends and provide recommendations for process improvement.

What We're Looking For

• Strong customer service or customer success experience
• Proven experience handling customer complaints, escalations, or de-escalation conversations.
• Excellent verbal and written communication skills with a natural, professional, and conversational communication style.
• Strong stakeholder management and cross-functional coordination abilities.
• Ability to remain calm, empathetic, and solutions-oriented in challenging customer situations.
• Highly organized with strong attention to detail and follow-through.
• Experience working with customer communication platforms, ticketing systems, or CRM tools is an advantage.
• Product troubleshooting or advanced technical support experience is not required.

Work Schedule

• Monday to Friday
• Aligned with U.S. business hours (PST/CST) -with potential to expand to multi-shift or weekend coverage as the program grows

Why Join Us?

• Be part of a growing customer experience function with significant long-term career potential.
• Gain exposure to cross-functional leadership and customer experience operations.
• Work in a collaborative, fast-paced, and customer-focused environment.
• Help shape and influence an emerging escalation management program from the ground up.