[Hiring] Customer Escalations Specialist @ICANotes LLC

Role Description

We are seeking a detail-oriented Escalations Specialist to handle customer related escalation inquiries, partnering with our retention team. This role involves managing and triaging customer inquiries related to product/feature adoption, post-onboarding challenges, and cancellation requests. This role requires excellent communication, problem-solving skills, and the ability to handle critical customer issues in a professional and timely manner.

Key Responsibilities

• Own the escalation process for Plus customers, collaborating with cross-functional teams (Product, Engineering, QA, Support, Compliance) to drive timely and effective resolution of escalated issues.
• Work alongside the retention team, communicating with customers via phone and email to understand the reason for cancellation and offer potential solutions or alternative services to retain business.
• Work closely with Support to develop training and knowledge base materials aimed at preventing future escalations.
• Communicate regularly with customers, providing transparent updates and managing expectations.
• Develop and refine escalation protocols and KPIs, ensuring SLAs are met or exceeded.
• Ensure all escalations are handled in compliance with healthcare regulations (e.g., HIPAA).
• Ensure accurate documentation of escalation requests, feedback, and resolutions in CRM or ticketing systems.
• Collaborate with billing and finance teams to handle final invoices, refunds, or outstanding balances.
• Assist with additional support-related escalations in which a customer threatens to quit.

Qualifications

• 2+ years of experience in customer service, account management, or SaaS subscription management, with specific experience handling customer escalations.
• Understanding of EHR software and healthcare industry regulations is a plus.
• Excellent verbal and written communication skills.
• Ability to handle difficult conversations with professionalism and empathy.
• Proficiency in CRM and ticketing systems (Salesforce, Zendesk, or similar).
• Strong problem-solving and negotiation skills.
• Detail-oriented with strong organizational skills.

Benefits

• Healthcare (medical, dental, vision) - company pays for up to 75% of health insurance for both employee and dependents - some plans with HSA options.
• Basic term and optional term life insurance.
• Short-term disability (paid for by the company) and long-term disability.
• 401(k) and employer-matched retirement plan.
• Accrued paid time off 120 per year with this increasing to 160 hours years 3-5 and 200 hours years 5+.
• Position fully remote. Must reside in the following states: AZ, CA, CO, FL, GA, IN, MD, MN, MO, NH, NJ, NY, NC, OH, PA, SC, TX, VA, WA.
• Note this is an individual contributor role and does not include managing personnel. Role fully remote.