Job Description

The Role

When a homeowner or partner issue hits “critical,” you and your team take the wheel. You’ll shepherd high-stakes escalations through to resolution, keeping customers informed and calm every step of the way. You’ll build a playbook that transforms today’s fire-fighting into tomorrow’s proactive prevention.

Responsibilities

• Lead a team of escalation specialists handling Remi’s most sensitive customer cases
• Serve as executive point of contact for top-tier customer complaints; personally own relationships until closure
• Coordinate cross-functional war rooms to drive rapid resolutions
• Design and refine escalation workflows, SLAs, and customer-communication templates
• Track sentiment for escalated customers, identify systemic issues, and partner with owners to eliminate them
• Provide regular readouts to the executive team on escalation volume, cause, progress, and time-to-resolution

Required Qualifications

• 2+ years in customer success, CX, or escalations management
• Demonstrated success de-escalating irate customers and turning them into advocates
• Exceptional written and verbal communication—clear, concise, and empathetic
• Proven ability to marshal cross-functional resources under tight timelines
• Analytical mindset; comfortable dissecting data to spot trends and improve processes

Preferred Qualifications

• Construction, roofing, or home-services industry knowledge
• Formal training in conflict resolution, mediation, or crisis management

Benefits

• Go out to lunch with your teammates every day with our $20 lunch stipend
• Unlimited paid time off
• 5% 401k match
• 100% paid parental leave and medical insurance
• $100 monthly cell phone credit

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