Customer Care Escalation Specialist

Job not on LinkedIn

🔥 3 minutes ago

🇨🇷 Costa Rica – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Granicus

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

🏛️ Government

☁️ SaaS

📋 Compliance

Government • SaaS • Compliance

Granicus is a company focused on transforming the way governments interact with their constituents through digital services and technology solutions. It provides the Government Experience Cloud to improve service delivery, community engagement, and operational efficiency across local, state, and federal governments. Granicus offers tools for agenda and meeting management, digital communication and engagement, public records management, and more, all designed to enhance customer experience and foster transparent and equitable interactions between governments and the people they serve.

📋 Description

• Handle and resolve routine and complex customer care requests • Coordinate with Technical Support, Product, and Engineering to resolve customer cases • Provide advanced support for premium offerings and complex issues • Serve as an escalation point for Customer Care Representatives and Technical Support Representatives • Manage executive escalations involving Granicus executives or critical customers • Collaborate cross-functionally to resolve escalated cases efficiently • Serve as primary contact for executive customers • Build relationships with executive stakeholders and advanced support customers • Moderate discussions in Granicus govCommunities • Provide expert guidance and support to customers in the community • Gather customer feedback and identify trends and common challenges • Suggest process improvements based on customer insights • Track and report resolution of escalated cases • Identify systemic issues and advocate for long-term solutions • Provide recommendations to internal teams based on case trends

🎯 Requirements

• 2 years of experience in Customer Care, Technical Support, or Customer Success • Proven track record in case management and escalation handling • Exceptional verbal and written communication abilities • Experience addressing high-level stakeholders and managing sensitive escalations • Ability to work cross-functionally with internal teams • Experience troubleshooting complex issues in fast-paced environments • Experience managing high-profile or executive customer relationships • Experience handling escalations and coordinating resolutions across departments • Familiarity with SaaS products, cloud services, or digital engagement platforms • Experience identifying and implementing process improvements • Ability to manage high-stakes situations with poise • Ability to work in shifts between 6am–9pm, Monday–Friday, Central time • Responsible for preserving the confidentiality, integrity, and availability of company information assets • Responsible for ensuring employee and customer data privacy and completing required privacy training • No degree requirement stated; Granicus does not have degree requirements for most roles

🏖️ Benefits

• Remote-first company • Employee Resource Groups • Coffee with Mark sessions with the CEO • Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more • Special guest discussions on issues impacting employees