Escalation Specialist

Description

TripleTen is an award-winning online school among technology bootcamps. Our mission is to help people change their lives and succeed in technology. We offer flexibility in studies, career mentoring, resume and portfolio preparation, and we guarantee employment after the course. Our employability rate among graduates is 87% across our Full Stack Development, Quality Assurance (QA) and Data Analytics.

We are now looking for an Escalations Specialist to join our LATAM team!

This role focuses on managing, de-escalating, and resolving critical and high-friction student issues across the LATAM market. You will be responsible for handling sensitive student cases, mitigating reputational and legal risks, and negotiating effective solutions while ensuring an empathetic and positive student experience.

Your main goal will be to protect the company's reputation, prevent further escalation, and reach fair and effective resolutions for students and the business.

Please submit your updated resume or CV in English.

What you will do

As an Escalations Specialist, you will be responsible for managing complex student complaints and high-risk cases, communicating directly with students, and coordinating with internal teams to achieve timely and effective resolutions.

Main responsibilities will include:

- Case Analysis: Thoroughly investigate escalated cases, understanding the context, background, and specific circumstances of each student complaint.

- Student Communication & De-escalation: Contact students directly through calls and written channels, build rapport, actively listen to their concerns, and de-escalate high-friction situations.

- Conflict Resolution & Negotiation: Negotiate and mediate agreements with students, aiming to reach mutually acceptable solutions and prevent further escalation, including legal claims, formal complaints, or negative social media exposure.

- Risk Management: Identify potential reputational, legal, and business risks and take appropriate action to minimize their impact.

- Cross-functional Collaboration: Coordinate with internal teams to investigate cases, align on solutions, and ensure timely resolution in accordance with company policies.

- Documentation & Follow-up: Maintain accurate records of case progress, agreements, communications, and outcomes, ensuring proper follow-up until resolution.

Requirements

REQUIREMENTS

• At least 1 year of experience in customer service, customer retention, escalations, complaints management, or high-touch customer support roles.
• Proven experience handling difficult customers, high-conflict situations, sensitive complaints, and complex customer escalations.
• Experience managing sensitive cases involving potential legal action, formal complaints, legal claims, or reputational risks.
• Familiarity with handling public customer complaints, social media escalations, and situations involving threats of negative brand exposure.
• Outstanding active listening and communication skills, with the ability to handle sensitive and difficult conversations.
• Exceptional empathy and emotional intelligence, combined with the ability to remain calm and professional under pressure.
• Excellent verbal and written communication skills in Spanish.
• Proficiency in English for written and verbal communication.
• Experience using Slack, HubSpot, ActiveCampaign, and Google Workspace.
• Strong organizational skills, attention to detail, and the ability to manage multiple complex cases simultaneously.
• A proactive, solution-oriented mindset and strong judgment when identifying and managing high-pressure, legal, and reputational risk situations.

What we can offer you

• 100% remote work.
• 600 USD gross per month + monthly bonuses based on KPI results.
• Full-time role, Monday to Friday. Schedule from 9am to 19pm Mex time UTC -6 (1 hour for lunch)
• A comfortable digital office. We use modern digital tools — Slack, Jira, HubSpot, Notion, etc. — to make the working together process seamless.
• A diverse and tight-knit team, spread out across the US, LatAm, and more!

Originally posted on Himalayas