Pay Range: $35.92hr - $40.92hr

Job Overview:

The Senior Support Specialist, Escalations supports internal customer service operations by interacting directly with customers and internal stakeholders. The role requires strong communication skills, problem-solving abilities, and customer service expertise. The candidate should be adaptable, proactive, and effective in a fast-paced environment while maintaining professionalism and confidentiality. As part of this role, the candidate must demonstrate flexibility to adapt to evolving business needs and responsibilities.

Complex Case Management:

- Interact with customers and community members through all current and future channels, including live chat, social platforms, messaging, and direct phone contact.
- Manage complex cases end-to-end to resolve customer issues based on workflows and management guidelines.
- Recognize case type and severity, working cases accurately within the service's scope and escalating appropriately to other teams when necessary.
- Manage cases end-to-end requiring cross-functional collaboration with legal, policy, and other internal teams.
- Implement stakeholder recommendations and exercise sound judgment to determine their appropriateness for each unique case.
- Operate with full autonomy, making decisions to follow or extend beyond standard workflows to achieve optimal outcomes for both the community and business expectations.

Combining Efficiency with Quality:

- Maintain high standards in handling customer-facing casework.
- Drive cases to conclusion with urgency and accuracy.

Participating in Service Improvement:

- Support the simplification of complex processes and operational workflows within the team.
- Support management on performance improvement initiatives, consultations, and subject matter expertise.
- Assist with the onboarding of new team members.
- Promote a positive team environment and support management in implementing changes effectively.





Stakeholder Engagement:

- Communicate clearly and concisely, translating complex ideas for diverse audiences and identifying appropriate stakeholders for consultation.
- Establish clear expectations among stakeholders to ensure strategic alignment.
- Build and nurture strategic relationships across external and cross-functional teams.

Requirements:

- 5+ years of relevant experience in customer service, mediation, social media response, front desk, or a contact center environment making calls and handling customer contacts.
- Experience utilizing phone, messaging, or live chat to interact with users and customers.
- Hospitality experience, particularly with technology platforms, is preferred.
- Experience collaborating with internal stakeholders and third-party providers to resolve conflicts in a detailed, effective, and timely manner.
- Ability to work weekend days, public holidays, and early morning or evening shifts based on business needs.
- World-class interpersonal and written/spoken communication skills, including conflict resolution capabilities.
- Strong organizational, multitasking, and prioritization skills to work effectively within prescribed schedules.
- High quality standards, innovation, and hospitality focus coupled with a strategic business mindset.
- Ability to assess risk accurately, determine urgency levels, exercise good judgment, and share pertinent information with stakeholders.
- Calm and empathetic demeanor with the ability to personalize responses and remain level-headed under pressure.
- Experience engaging with executive-level stakeholders and explaining complex ideas clearly.
- Strong problem-solving, critical thinking skills, and comfort with ambiguity.
- Experience responding to crisis situations and providing proactive recommendations on optimal courses of action.
- Adaptability to embrace new tasks, changing priorities, and shifting team structures with flexibility.
- Advanced computer literacy, including macOS and Google Workspace.

📌 Senior Customer Support Escalations Specialist - Remote / Telecommute (Montreal)
🏢 Cynet Systems
📍 Montreal