Customer Service Escalation Associate - 6 month contract

6 month contract | Remote (within Ireland)Role Overview

As a member of the Escalations team, you will be responsible for handling and stewarding resolutions for community issues raised directly to executive leadership. This high-visibility role requires a consultative, personalized, and anticipatory approach to managing executive relationships while maintaining a community-first mindset. The role involves full ownership of assigned cases, ensuring fair and reasonable resolutions, and fostering positive user relationships throughout the process. The goal is to exceed user expectations, recover user perception, manage risk, and surface trends or pain points to inform broader business decisions.

Ideal Candidate

We’re seeking someone who thrives on taking initiative, is comfortable navigating ambiguity, and demonstrates autonomy and resilience

Responsibilities

• Manage highly sensitive and confidential cases involving executive staff and key stakeholders, ensuring timely execution and adherence to expected SLAs.
• Deliver an exceptional community experience across all executive-level cases through collaboration, problem-solving, and cross-functional coordination.
• Regularly meet performance expectations while efficiently managing various workstreams (tickets, queues, initiatives, reports, correspondence, stakeholder engagement).
• Master and maintain deep knowledge of company policies and procedures, particularly those related to community support and brand risk.
• Communicate effectively with both internal stakeholders and external users to ensure clarity and alignment.
• Support team specialists by contributing insights to shared services for service integrity and continuous improvement

Qualifications

• Learning with Agility:
• Quickly adapt to new challenges and acquire new skills.
• Continuously seek improvement and embrace change.
• Learn from past experiences and demonstrate versatility.
• Managing Time Efficiently:
• Prioritize effectively and plan ahead.
• Stay organized and maintain productivity across multiple tasks.
• Create an environment conducive to focus and efficiency.
• Welcoming Ambiguity:
• Embrace change and navigate uncertainty with confidence.
• Avoid assumptions, seek understanding, and stay optimistic.
• Adapt and perform under pressure, trusting your instincts.
• Taking Initiative to Solve Problems:
• Identify and act on opportunities without needing direction.
• Propose logical and creative solutions to complex problems.
• Address issues proactively within and beyond your immediate scope.

Requirements

• 3+ years of experience in a customer service role focused on escalation resolution.
• Strong time management, negotiation, and conflict resolution skills.
• Excellent listening abilities with a keen eye for detail to assess needs and resolve problems effectively.
• Demonstrated resilience in high-impact, dynamic environments.
• Strong interpersonal and communication skills—both written and verbal—to support users diplomatically and tactfully.
• Proven ability to build and sustain relationships with stakeholders at all levels.
• Calm and empathetic demeanor with the ability to personalize responses and maintain composure in challenging situations.
• Capable of making difficult decisions on sensitive cases while considering broader brand impact.