Escalation Senior Specialist

About the Team

At Aspire, we are committed to empowering our customers throughout their journey with us. Our Operations Team ensures customers can operate seamlessly on our platform, and guarantee the best customer experience possible.

About the Role

We are seeking a skilled and customer-oriented Escalation Senior Specialist to join our team. The ideal candidate will manage customer relationships, handle inquiries and complaints, and oversee escalations, including payment-related issues. This role involves gathering and analyzing customer feedback, driving improvements across all touchpoints, and collaborating with cross-functional teams to enhance the overall customer experience. You will play a key role in identifying process improvements, resolving customer pain points, and influencing product development.

Key responsibilities covering:

• Customer Relationship Management:

1. Handle customer inquiries, concerns, and complaints in a timely and professional manner, ensuring a positive resolution.
2. Build and maintain strong relationships with customers to enhance loyalty and satisfaction.

• Escalation Management (Including Payment Escalations):

1. Manage and resolve customer escalations, particularly those related to payment issues, by coordinating with relevant teams to provide timely and effective solutions.
2. Act as the primary point of contact for complex or high-priority cases, ensuring customer issues are addressed promptly and satisfactorily.

• Customer Feedback Analysis:

1. Gather, analyze, and report customer feedback to inform business decisions and identify opportunities for improvement.
2. Use data-driven insights to recommend strategies that enhance the overall customer experience.

• Customer Experience Strategy Development:

1. Develop and implement initiatives to improve the customer experience across all touchpoints and channels.
2. Collaborate with cross-functional teams (e.g., Product, Sales, Marketing) to address customer pain points and enhance processes.

• Product Improvement and Bug Analysis:

1. Analyze customer-reported bugs and collaborate with the tech team to ensure timely resolution.
2. Generate ideas to enhance Aspire’s products and services, reporting issues and potential improvements to relevant teams.

• Customer Satisfaction and Experience Metrics:

1. Monitor, track, and report on key customer satisfaction and experience metrics (e.g., NPS, CSAT).
2. Regularly assess and present actionable insights to improve performance across these metrics.

• Industry Best Practices:

1. 1. Stay up-to-date on the latest trends, tools, and best practices in customer experience management.
   1. Proactively apply industry insights to refine strategies and enhance service quality.

Minimum Qualifications

• Bachelor's degree in Business, Finance, or a related field.
• 3+ years of experience in customer experience, customer service, or related roles.
• Proven ability to manage customer relationships and handle escalations, particularly payment-related issues.
• Strong analytical skills with experience in gathering and interpreting customer data.
• Excellent communication and interpersonal skills.
• Ability to work cross-functionally and influence without direct authority.
• Familiarity with customer experience management tools and CRM systems.
• Strong problem-solving skills and attention to detail.