[Hiring] Escalation Specialist @TripleTen

Role Description

We are now looking for an Escalations Specialist to join our LATAM team! This role focuses on managing, de-escalating, and resolving critical and high-friction student issues across the LATAM market. You will be responsible for handling sensitive student cases, mitigating reputational and legal risks, and negotiating effective solutions while ensuring an empathetic and positive student experience. Your main goal will be to protect the company's reputation, prevent further escalation, and reach fair and effective resolutions for students and the business.

What you will do

• Case Analysis: Thoroughly investigate escalated cases, understanding the context, background, and specific circumstances of each student complaint.
• Student Communication & De-escalation: Contact students directly through calls and written channels, build rapport, actively listen to their concerns, and de-escalate high-friction situations.
• Conflict Resolution & Negotiation: Negotiate and mediate agreements with students, aiming to reach mutually acceptable solutions and prevent further escalation, including legal claims, formal complaints, or negative social media exposure.
• Risk Management: Identify potential reputational, legal, and business risks and take appropriate action to minimize their impact.
• Cross-functional Collaboration: Coordinate with internal teams to investigate cases, align on solutions, and ensure timely resolution in accordance with company policies.
• Documentation & Follow-up: Maintain accurate records of case progress, agreements, communications, and outcomes, ensuring proper follow-up until resolution.

Requirements

• At least 1 year of experience in customer service, retention, escalations, or high-touch customer support roles.
• Outstanding active listening and communication skills, with the ability to handle sensitive and difficult conversations.
• Strong negotiation, persuasion, and mediation skills.
• Exceptional empathy and emotional intelligence, combined with the ability to remain calm and professional under pressure.
• Excellent verbal and written communication skills in Spanish.
• Proficiency in English for written and verbal communication.
• Experience using Slack, HubSpot, ActiveCampaign, and Google Workspace.
• Familiarity with CloudTalk or similar VoIP and telephony tools.
• Strong organizational skills, attention to detail, and the ability to manage multiple complex cases simultaneously.
• A proactive, solution-oriented mindset and strong judgment when handling high-pressure situations.

Benefits

• 100% remote work.
• 600 USD gross per month + monthly bonuses based on KPI results.
• Full-time role, Monday to Friday.
• A comfortable digital office. We use modern digital tools — Slack, Jira, HubSpot, Notion, etc. — to make the working together process seamless.
• A diverse and tight-knit team, spread out across the US, LatAm, and more!