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CharterUP · 2 hours ago

Escalations Manager

United States

Full-time

Remote

Mid, Senior Level

$80K/yr - $95K/yr

3+ years exp

CharterUP is transforming the group transportation industry with innovative SaaS software. The Escalations Manager will oversee a team of escalations and complaints specialists, manage performance, and ensure timely resolution of complex customer issues while fostering a culture of continuous improvement.

MarketplaceTransportationTravel

Growth Opportunities

Responsibilities

Manage a team of escalations and complaints specialists, providing training, oversight and support

Set clear performance goals, provide regular feedback, and administer performance evaluations

Define KPIs and targets for the team to include individual performance metrics in addition to department metrics for Customer satisfaction, response time and resolution time

Conduct regular team meetings to discuss performance, share best practices, and address any challenges or concerns

Foster an environment of continuous improvement and customer first mentality

Monitor and respond to inbound request volume to ensure all customers receive a response in a timely manner and in line with SLA targets established

Serve as the primary point of contact for complex and high priority customer issues that require escalation

Ensure escalation resolution results in customer satisfaction and customer retention

Act as a community liaison on exceptional requests that require coordination across multiple departments, including owning the transaction and execution steps required from the Logistics & Customer Support side

Reviewing and responding to customer requests for non-standard documentation, including non-standard requests for COIs, in line with company policy and after coordinating with appropriate parties

Assist with chargeback research and rebuttals

Develop and deploy a training program for Sr. Customer Support Agents to assume primary responsibility for customer escalation calls

Develop and implement an operating model that enables cross-functional capabilities and maximizes output and efficiency while not compromising customer satisfaction

Maintaining records of all escalations and unique situations with a view to reporting on volume and identifying opportunities for process improvement and agent retraining

Identify opportunities for cross-functional process alignment and outline recommendations for process design

Create a loop of feedback into Product Development, Operations, Finance, Sales and other departments

Qualification

Escalations ManagementProcess ImprovementTeam ManagementCustomer ServiceAnalytical SkillsCommunication SkillsCollaboration SkillsAdaptability

Required

At least 3 years of experience in escalations management

Familiarity with escalation processes and procedures is important

At least 2 years experience in managing direct reports in a customer service or escalations management contact center role

Prior experience in team management or leadership is crucial

A strong background in customer service or support is essential

Familiarity with customer experience metrics, such as Net Promoter Score (NPS), response time, and resolution time, is valuable

Knowledge of process improvement methodologies, such as Six Sigma or Lean, is beneficial

Strong communication and collaboration skills are necessary

The ability to analyze data, identify trends, and make data-driven decisions is important

Strong problem-solving skills are necessary to address complex customer issues

Benefits

Remote-First Flexibility: Work from anywhere we hire, with built-in flexibility. U.S.-based employees may reside in any of our 19 approved states.

Comprehensive Health & Wellness: Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits. In the U.S., we cover 100% of premiums for employees. International benefits align with local standards.

Time Off to Recharge: Paid time off so you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 paid holidays. International policies vary by country.

Financial Peace of Mind: Company-paid life, short-term, and long-term disability insurance where available.

Performance-Driven Culture: Join a fast-moving, ambitious, and collaborative team that wins together.

Referral Rewards: Earn bonuses for bringing top talent to the team.

Planning for the Future: Long-term financial planning support. U.S.: 401(k) plan. International: region-specific savings programs where applicable.

Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.