Escalations Specialist – Global Tech Insurance

Escalations Specialist – Global Tech Insurance



Location; Ireland remote
Contract; 5 months – strong chance of extension
Salary; €50k - €56k pa


We are seeking an experienced and dynamic individual to join our team as an Executive Escalations Specialist. In this critical role, you will be responsible for managing and resolving sensitive community issues that are escalated directly to executive leadership. You’ll be working closely with key stakeholders to ensure fair and timely resolutions, all while maintaining positive relationships with our users.



Key Responsibilities:

Take ownership of high-visibility, sensitive cases involving executive stakeholders, ensuring a personalized and efficient resolution process.
Deliver an exceptional community experience by collaborating across teams, navigating ambiguous situations, and resolving issues swiftly.
Manage multiple work assignments such as tickets, queues, reports, and stakeholder correspondence while meeting established performance expectations.
Maintain expertise in company policies and procedures to ensure accurate, effective case management.


Skills & Qualifications:

Time Management: Prioritise effectively and structure your day to stay organised and multitask efficiently in a fast-paced environment.
Comfort with Ambiguity: Embrace unexpected changes and challenges. Articulate the need for change, encourage optimism in others, and perform at a high level even when details are unclear.
Initiative: Proactively identify issues, propose creative solutions, and take action without waiting for direction. You can identify root causes and resolve both obvious and subtle challenges.
Requirements:

3+ years of experience in an escalation-focused customer support role.
Strong negotiation, conflict resolution, and communication skills, both written and verbal.
Excellent listening skills, attention to detail, and the ability to assess user needs effectively.
Resilience in high-pressure situations, maintaining composure and empathy even during difficult interactions.


If you're passionate about handling complex issues, navigating high-stakes situations with grace, and making a positive impact on customer satisfaction at the highest levels, we want to hear from you!