Job Description
The Customer Escalations Lead at Nexamp is responsible for managing high-risk customer and regulatory issues, resolving complex escalations, and supporting customer retention efforts within the customer experience team, primarily focusing on sensitive complaints, disputes, and VIP accounts to protect the company's reputation and financial stability.
Key Responsibilities
- Manage the escalations queue by delegating work, setting goals, and monitoring case volume and timelines.
- Handle complex, high-risk, or high-visibility escalations end-to-end, including regulatory complaints, credit disputes, and VIP issues.
- Review and approve financial remedies and customer communications related to billing adjustments, credit memos, and regulatory responses.
- Serve as the primary contact for escalations affecting commercial accounts, collaborating with Account Management to resolve issues and support retention.
- Identify escalation trends and customer pain points, providing insights and recommendations for process improvements.
- Support, train, and mentor Customer Experience team members to ensure quality and consistency in case handling and communication.
Requirements
- At least 3 years of professional experience in customer support, collections, accounts management, or a similar customer-facing role.
- Prior customer support experience in a contact center setting is required.
- Demonstrated experience in a leadership role managing direct reports within a customer support environment.
- Experience supporting or contributing to process improvement initiatives.
- Experience handling complex or VIP customer-support scenarios.
- Ability to use standard computer programs, including Microsoft Office Suite and particularly Excel.
- Proficiency with Salesforce or similar CRM systems.
- Experience in utilities, renewable energy, or subscription-based billing is preferred.
- Familiarity with Zuora or similar billing platforms is preferred.
- Ability to own and manage the escalations queue by delegating work, setting monthly goals, and monitoring case volume and timelines.
- Experience directly handling complex, high-risk, or high-visibility escalations, including regulatory complaints, credit card disputes, and VIP B2B issues.
- Experience reviewing and approving financial remedies and high-impact customer communications, including billing adjustments, credit memos, regulatory or VIP responses, and customer notifications.
- Ability to serve as the senior point of contact for escalations affecting commercial accounts and partner with Account Management to identify risks and support resolution.
- Experience identifying trends in escalations, rework, and customer pain points, and sharing insights with leadership along with recommended improvements.
- Experience supporting, training, and mentoring team members, modeling best practices in case handling, documentation, and customer communication.
- Strong communication skills for effectively conveying information, ideas, and perspectives within and outside the organization.
- Ability to analyze data, identify root causes of problems, and present creative solutions.
- Experience in building strong internal and external relationships with customers and stakeholders, instilling trust and loyalty.
- Demonstrated ownership mentality and accountability in work responsibilities.
- Ability to ask appropriate questions and develop customer-focused solutions.
- Commitment to Nexamp’s mission and passion for solving climate change issues.
Benefits & Perks
Competitive compensation package with salary range of 75,000 - 85,000
Participation in incentive programs such as annual bonus and non-annual incentive plans
Eligibility to participate in the company's stock option plan
Health, dental, and vision insurance starting day one
401(k) employer-match retirement plan
Flexible paid time off and holiday PTO
Commuter benefits
Cell phone reimbursement
Access to healthy snacks and coffee
Volunteer opportunities and company outings
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