Customer Escalations Specialist

3 weeks ago

Toronto, Canada TouchBistro Full time

**Customer Escalations Specialist Overview**:
We are seeking a highly motivated and detail-oriented individual to join the TouchBistro team as a Customer Escalations Specialist in the Customer Success Department. In this role, you will manage the end-to-end experience of escalated and at-risk customers, ensuring seamless communication with customers. This position will play a crucial role in managing and resolving issues that have escalated beyond the initial support or resolution stages and the primary focus of this role is to ensure that customer concerns are addressed promptly, efficiently, and to the satisfaction of all parties involved.

**Responsibilities**:
Customer Relationship Management and Issue Resolution:

- Act as the point of contact for customer escalations from both internal and external channels (including Senior Leadership and Marketing), demonstrating a commitment to deploying efficient and durable solutions.
- Establish and maintain strong relationships with escalated customers, serving as a trusted advisor and point of contact overseeing the end-to-end escalation process.
- Communicate effectively with customers, providing regular touchpoints on progress and next steps throughout the process
- Work closely with technical teams, product managers, and other departments to devise effective solutions for escalated issues and ensure that resolutions align with customer expectations
- Conduct thorough investigations into the root causes of escalated issues to prevent future occurrences and collaborate with teams to implement preventive measures and improvements.
- Utilize data-driven insights to propose and implement targeted strategies for improving customer retention.

Cross-functional Collaboration:

- Collaborate with various internal departments, including customer support, product & development, and marketing to ensure coordinated and effective responses to escalated issues.
- Act as a conduit between the customer and internal teams, facilitating communication and understanding to drive resolution, providing regular feedback to Senior Leadership and internal teams on progress and resolution of customer escalations
- Identify opportunities to enhance processes and prevent future escalations by analyzing patterns and trends in escalated issues.
- Proactively strategize and implement plans to reduce instances of customer escalations.

Qualifications:

- You have 3+ years of experience customer relationship management/escalations, preferably in SaaS and restaurant services
- You have a proven track record of success in a customer-facing role, preferably in escalation management
- You have excellent communication and interpersonal skills, with the ability to build and maintain strong client relationships.
- You are a strong analytical and problem-solving abilities to effectively address and resolve complex issues.
- You are able to work well under pressure and prioritize tasks in a fast-paced environment.
- You are proficient in customer relationship management (CRM) tools (i.e., Salesforce) is an asset.
- You have experience in direct customer interaction, especially in resolving escalated issues.
- You are skilled in managing challenging customer conversations with professionalism and empathy.
- You have the flexibility to adapt to changing priorities and evolving customer needs.
- You are open to adjusting strategies based on feedback and performance metrics

**What We Offer**

At TouchBistro, we are a diverse group of restaurant-obsessed, tech-loving people brought together by a mission to support the passion and success of restaurateurs. You can feel confident joining a fun, vibrant, and rapidly growing environment. You will be working alongside driven individuals who are passionate, innovative, accountable, collaborative, and respectful.
- The Perks:_
- Unlimited vacation
- Health, dental, and vision benefits
- Flexible health and wellness plan
- Parental leave & top up
- Employee Assistance Program
- Career progression & professional development
- Linkedin Learning membership
- Volunteer program
- Monthly lunches
- Flexible work-from-home policy
- Beautiful, brand new office space in the heart of downtown Toronto (our HQ)

**About TouchBistro**

TouchBistro is an all-in-one Point-of-Sale and restaurant management system that makes running a restaurant easier. We have powered more than 29,000 restaurants around the world, and we know that while passion is plenty in the restaurant industry, time and money usually aren't. Providing the most essential front of house, back of house and customer engagement solutions on one easy-to-use platform, TouchBistro helps restaurateurs streamline and simplify their operations, increase sales, drive revenue, and deliver a stellar guest experience.
- TouchBistro believes in fostering an inclusive workplace where all individuals have an opportunity to succeed. Requests for accommodation due to a disability can be made at any stage of the recruitment pr

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