The Role We are looking for a detailed oriented, customer-centric and creative Escalations Manager to join our growing Customer Experience team and take our company and platform to the next level! This person will provide the best possible Customer Experience for our Recruiting Partners and Students by handling digital escalations and phone inquiries. This role will act as a liaison and coordinate internal efforts to obtain issue resolution for reported escalated issues. The Customer Experience Escalations Manager will also be responsible for developing and monitoring trends to reduce the amount of escalations and improve customer satisfaction. In this role, you will Manage customer (Students, Recruitment Partners) escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change. Ensure that all escalation requests are fully documented, tracked and followed up on. You bring/you are Excellent analytical troubleshooting skills and ability to own problems through to resolution as well as being able to analyse statistical data Able to effectively communicate via phone or email in a high stress escalations and ability to de-escalate Excellent Customer Service Skills Strong communication, presentation, and relationship management skills Proven track record of working collaboratively to improve customers experience Effectively communicate with all stakeholders; both internal and external participants, throughout the duration of the incident. Outstanding written and verbal communication skills 1 years of experience managing customer escalations Proficiency in Google and Office Suites, Microsoft Access, Adobe Acrobat, Basecamp Must have Minimum Associates Degree (Bachelor Degree preferred) Nice to have Second language Experience in data analysis The opportunity to have an impact on a product that is positively affecting change to thousands of students lives every day Working alongside a brilliant and globally diverse team that is the fastest growing in the Waterloo region Great compensation and benefits package to keep you healthy and happy!