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Vero Networks · 2 months ago

Customer Escalations & Advocacy Representative

United States

Full-time

Remote

Mid Level

3+ years exp

Vero Networks is focused on providing high-quality fiber optic-based broadband services to underserved communities. The Customer Escalations & Advocacy Representative will manage complex customer escalations, advocate for customer needs, and work cross-functionally to enhance customer experience and retention.

Information TechnologyInternetTelecommunicationsWireless

No H1B

Responsibilities

Act as the primary escalation point for high-impact, sensitive, or unresolved customer issues

Proactively track, document, and analyze escalation trends to identify root causes and recommend process or policy improvements

Partner with frontline customer service, billing, technical support, NOC, and engineering teams to drive timely and effective resolution of escalated cases

Serve as an internal customer advocate, ensuring customer perspectives and pain points are considered in operational and strategic decisions

Manage direct communication with customers in escalated situations, providing clear, empathetic, and solution-focused updates

Support retention efforts for high-value or at-risk accounts by collaborating with management, sales, and service support teams

Develop escalation handling processes, playbooks, and best practices to standardize and improve how Vero manages escalated customer issues

Prepare and deliver regular reports summarizing escalation volume, drivers, outcomes, and any recommendations for improvement

Qualification

Customer advocacyData analysisProblem-solvingCRM toolsCommunication skillsConflict resolutionTeam collaboration

Required

3+ years in account management, sales, customer success, or a related customer-facing role — ideally within telecommunications, ISP, or technology sectors

Strong problem-solving skills and a solution-oriented mindset

Excellent communication, active listening, and conflict resolution skills

Proven ability to manage high-stakes or emotionally charged customer interactions with professionalism and empathy

Comfortable collaborating across teams and influencing without direct authority

Experience analyzing data and trends to recommend business process improvements

Must be authorized to work in the United States

This position requires the ability to sit and work at a desk for extended periods of time, using a computer and other office equipment

This position requires the ability to perform fine motor tasks, such as typing or using a mouse, for extended period of time