Responsibilities
- Own end-to-end management of executive-level escalations, including high-risk cases involving leadership, legal or privacy concerns, VIPs, and reputation-sensitive issues, using the Zendesk ECR queue; prioritize based on risk, impact, and SLA compliance while coordinating cross-functional resolution.
- Develop clear, empathetic, and results-driven communications and service recovery plans tailored to executives, members, legal teams, public relations, and other stakeholders.
- Conduct root cause analysis for critical incidents, produce concise incident reports and post-mortems, and ensure accountability and timelines for corrective actions and long-term improvements.
- Create and maintain ECR playbooks, standard operating procedures, decision frameworks, and performance metrics such as resolution time, retention rates, recurrence, communication quality, and coverage to enhance speed and quality of resolution.
- Mentor and train support teams on executive-level communication and escalation protocols; lead quality reviews and collaborate with Quality, Training, and Content teams to refine guidance, chatbot workflows, macros, and knowledge resources.
- Advocate for members by identifying and communicating recurring themes and trends to influence product roadmap and policy decisions.
Benefits
- Competitive compensation and equity offerings
- Comprehensive health, dental, vision, and mental wellness benefits
- Personal Oura Ring and discounted rates for family and friends
- 20 days paid time off, 13 paid holidays, and 8 flexible wellness days annually
- Paid sick leave and parental leave benefits
Compensation
Market-based pay, varying by location with U.S. tiers determined by cost of labor index
Work Arrangement
Remote (Country)
Team
Senior Individual Contributor reporting to Operations Manager, Executive Customer Relations
Other
- Pay is determined using a market-based model, with U.S. locations grouped into tiers based on cost of labor index.
- Candidates residing in Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Missouri (MO), Nebraska (NE), South Dakota (SD), Vermont (VT), West Virginia (WV), and Wisconsin (WI) are not eligible.
- The company is an equal opportunity employer that values diversity and is committed to inclusion for all employees.
- Reasonable accommodations are provided for individuals with disabilities during hiring, job performance, and employment.
- Beware of job scams: legitimate openings are posted only on official career pages and trusted job boards; personal information or payments are never requested upfront; offers are delivered via Docusign after verbal confirmation.
- Recruitment agencies should not submit unsolicited resumes; the company does not accept agency referrals and is not liable for associated fees.
