Escalation Associate (CX)

职位描述

Handle complex and high-impact customer, rider, and merchant cases requiring investigation and coordination beyond frontline support. Own escalations through resolution, protect customer safety, and identify opportunities to improve the customer experience.

任职要求

Complex escalations: Investigate and resolve Tier 3 cases, repeat complaints, and issues unresolved through previous support interactions. Sensitive complaints: Handle government complaints and escalations received through LinkedIn or CEO channels, coordinating with relevant internal teams and adhering to timelines. Social media: Manage escalated social media complaints and in-app messages, ensuring timely follow-up and resolution. App Store reviews: Monitor and analyze app reviews, investigate