Customer Escalations Specialist

SwagUp is looking for a Customer Operational Incidents and Escalations Specialist. This is a new and critical role at SwagUp, as it will sit at the crossroads of client investigations and operational support. As a Customer Escalation Specialist, you'll be the primary contact for all customer escalations including inquiries regarding operational incidents and account escalations. We are looking for an analytical candidate who knows how to juggle multiple priorities and investigate incidents while also managing the competing priorities of good customer service and research. This specialist will also track escalation data for operations and reporting purposes.

This is a full-time, on-site role based in Piscataway, NJ.

RESPONSIBILITIES

• Manage escalations and operation incidents by investigating, troubleshooting, and resolving customer issues across multiple departments
• Work directly with Operations Teams on any bottlenecks that affect the client
• Administrative work to assist customer or operations team when needed
• Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner
• Serve as an escalation point for the Sales, Operations, and Customer Care organizations in high-touch escalations and supply chain incidents
• Interact with internal and external customers in support channels, such as Zendesk, Jira, etc.
• Help address critical customer issues while keeping in mind next-issue avoidance and helping to build operational processes to develop and maintain support at scale
• Perform manual audits and reviews of inventory at the warehouse
• Curiosity to chase problems to root cause and roll up sleeves to investigate the unknown/unusual.

REQUIREMENTS

• Adhere to the SwagUp mission
• Operational experience within a warehouse environment, logistics and fulfillment
• Previous work experience in a startup environment
• Ability to adapt quickly to changes and think on your feet
• Strong problem solving skills and the ability to dig deeper when not all the answers are there
• Create an end-to-end high-touch support experience for customers
• Prior experience with CRM tooling, such as Salesforce and Zendesk.
• Comfortable responding to high-level internal stakeholder and c-suite
• Minimum of 2 years of relevant experience in incident management and/or customer support.
• Exceptional communication skills
• Must be able to read, write and speak in English

WHAT SUCCESS LOOKS LIKE

• Ability to work in a very fast-paced, ever-changing environment
• Strong communication skills, both written and verbal
• Work from a place of empathy and patience, both internally and externally
• Must be coachable, willing to learn, and grow
• Strong collaboration and cooperation skills
• Confident and comfortable to share ideas and perspectives upstream

PERKS

• Wake up each morning proud of the place you work and the amazing companies you get to partner with
• Join the team at a time when you can help shape the future of the company
• Unlimited PTO, we are all adults, you’re in control
• Medical, Dental, Vision and Life insurance
• Lots of swag!
• A performance culture that rewards results and promotes those that perform, quickly
• Equipment provided to set up a successful work environment
• Engaging Team-building activities to make a remote-first workforce feel connected
• Being part of an organization that truly believes in promoting from within, at SwagUp your growth potential is uncapped!

SwagUp welcomes and celebrates talent from all backgrounds and perspectives. Our success is directly correlated to our people, and we believe our team should reflect the diversity of the companies we partner with. As an organization, we strive to foster an inclusive, diverse environment where we all work towards a common goal! #tothemoon