Technical Customer Escalations Specialist

About the role

The Customer Escalations Specialist serves as a senior point of contact for complex customer issues, escalations, and complaints. This role is responsible for assessing complex situations, identifying root causes and risks, coordinating appropriate resolutions, and ensuring timely communication with customers and internal stakeholders. The role will also support technical escalations, returns and replacements, social/community escalations, vendor coordination, and continuous improvement initiatives.

Key responsibilities

• Respond to customer escalations and related requests within established service-level targets
• Serve as a senior point of contact for complex issues and complaints across phone, email, and other support channels
• Assess complex situations, identify root causes and risks, and execute action plans to drive timely resolution
• Proactively monitor high-priority cases and provide updates and guidance to ensure progress toward resolution
• Maintain accurate and thorough case documentation and records
• Support returns and replacements workflows and coordinate with supply chain partners as needed
• Capture themes and insights from escalations and recommend improvements to front-line support and the overall customer experience
• Communicate customer feedback, key issues, and resolution status clearly to internal stakeholders
• Coordinate responses and deliverables with external agencies and vendor partners, ensuring commitments are met within agreed timelines
• Escalate potential safety, hazard, or legal matters to the appropriate internal teams in accordance with company policy

About you

• Bachelor's degree or equivalent relevant experience
• 2+ years of customer service experience supporting e-commerce customers
• 2+ years of experience in escalation support, technical support, or complex case management
• 1+ year of experience providing technical support for consumer electronics
• Excellent written and verbal communication skills
• Strong analytical, critical thinking, and problem-solving skills
• High attention to detail and strong documentation practices
• Ability to manage multiple priorities and adapt quickly in a fast-paced environment
• Ability to remain calm, professional, and effective when handling difficult or high-pressure situations
• Receptive to feedback and committed to continuous learning and improvement

About us

Arlo is a smart home security company that helps people protect and stay connected to what matters most. We build devices and cloud services—including security cameras, doorbells, and floodlights—powered by wireless connectivity and intelligent features to deliver a simple, reliable experience. Protecting customer privacy is core to our mission, with a focus on strong data protection practices and meaningful customer control.