Customer Escalations Specialist

Job description

Position Overview We are seeking a detail-oriented Escalations Specialist to handle customer related escalation inquiries, partnering with our retention team. This role involves managing and triaging customer inquiries related to product/feature adoption, post-onboarding challenges, and cancellation requests. This role requires excellent communication, problem-solving skills, and the ability to handle critical customer issues in a professional and timely manner. Key Responsibilities Own the escalation process for Plus customers, collaborating with cross-functional teams (Product, Engineering, QA, Support, Compliance) to drive timely and effective resolution of escalated issues. Work alongside the retention team, communicating with customers via phone and email to understand the reason for cancellation and offer potential solutions or alternative services to retain business Work closely with Support to develop training and knowledge base materials aimed at preventing future escalations. Communicate regularly with customers, providing transparent updates and managing expectations. Develop and refine escalation protocols and KPIs, ensuring SLAs are met or exceeded. Ensure all escalations are handled in compliance with healthcare regulations (e.g., HIPAA,) Ensure accurate documentation of escalation requests, feedback, and resolutions in CRM or ticketing systems Collaborate with billing and finance teams to handle final invoices, refunds, or outstanding balances Assist with additional support-related escalations in which a customer threatens to quit Required Qualifications 2+ years of experience in customer service, account management, or SaaS subscription management, with specific experience handling customer escalations Understanding of EHR software and healthcare industry regulations is a plus Excellent verbal and written communication skills. Ability to handle difficult conversations with professionalism and empathy. Proficiency in CRM and ticketing systems (Salesforce, Zendesk, or similar). Strong problem-solving and negotiation skills. Detail-oriented with strong organizational skills. Benefits for full time domestic employees Healthcare (medical, dental, vision)- company pays for up to 75% of health insurance for both employee and dependents - some plans with HSA options Basic term and optional term life insurance Short-term disability (paid for by the company) and long-term disability 401(k) and employer-matched retirement plan Accrued paid time off 120 per year with this increasing to 160 hours years 3-5 and 200 hours years 5+ Position fully remote. Must reside in the following states: AZ, CA, CO, FL, GA, IN, MD, MN, MO, NH, NJ, NY, NC, OH, PA, SC, TX, VA, WA Note this is an individual contributor role and does not include managing personnel. Role fully remote. Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. Behavioral Health EHR ICANotes was founded in 1999 . We work with all clinical disciplines in both outpatient and inpatient settings to deliver the most clinically robust and intuitive charting solution for this specialty. Company Culture At ICANotes, we believe in fostering a culture of continuous improvement and learning. We prioritize adaptability over inflexible processes and encourage cross-functional teams to work together and collaborate to achieve shared objectives. We promote transparency and open communication within teams and stakeholders, while fostering a culture of trust, respect, and accountability among team members.