Verification Support Escalation Specialist

 

SheerID is looking for a Verification Support Escalation Specialist to join our amazing team of dedicated customer service professionals. We’re looking for an individual who keeps customer satisfaction at the core of their every decision, thrives on taking ownership, providing guidance, and resolving customer issues. In this role you will not only reinforce SheerID’s customers’ brands but help SheerID further build out the identity marketing space. As a Verification Support Escalation Specialist, your role is to support and manage escalations pertaining to complex issues and unsatisfied or upset customers. Success in this position includes driving up NPS scores for consumers and decreasing the overall escalations. You will instill trust & build relationships by going that extra mile within every interaction with the millions of consumers we support. You’ll be proficient in providing multi-channel support in a high-volume, fast-paced and changing environment.

Role Specific Job Duties

• Act as the central point of escalation for upset or dissatisfied consumers, researching, resolving and following up with the consumer to resolution
• Collaborate with vendor partners and internal teams to efficiently resolve any issues
• Provide feedback to vendor partners regarding agent enablement and best practices to drive down escalation volumes, improve knowledge of customer programs, and increase NPS score for consumers
• Provide regular analysis of trends in the consumer experience and agent interactions with consumers making recommendations regarding improving our interactions with consumers, including to SheerID customer programs
• Actively partner with the SheerID Product team in evaluating our Document Review product for upgrades and fixes to the product, triaging where necessary and updating teams on progress
• Participate in testing new features, customer programs, and releases
• Maintain in-depth working knowledge of customers’ programs to ensure consumers are supported
• Co-create, update and help maintain enablement and reference materials
• Work on special projects and other duties as assigned

Required Skills/Experience

• Bachelor’s degree in related field and 1-2 years of Customer service & escalations experience in a SaaS start-up company
• Commensurate experience (3+ years) and demonstrated knowledge of customer service can be substituted for the above experience and education
• A passion for outstanding customer service and for creating fantastic customer interactions
• Creative, critical thinker and problem solver who can understand detailed and nuanced tasks
• Strong oral, interpersonal, and written communication skills
• Strong prioritization and organization skills to meet deadlines
• Proactive approach to work and the ability to anticipate needs
• Positive and professional attitude and demeanor
• Goals driven team player who is able to work effectively in collaboration with diverse groups of people across the globe
• Experience working with Support CRMs such as Zendesk
• Evening, weekend, and holiday availability where necessary

SheerID is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. SheerID believes that diversity and inclusion are critical to our success as a company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.