About the job Responsibilities Handle escalated client situations, including dissatisfied or upset clients, de-escalating and working directly with CX to ultimately resolve the inquiry. Be the owner and point of contact for client escalations that’s triaged through the CX and ensure white glove coordination to ensure client satisfaction. Address problems with work quality, issues between employees and other concerns in an effective, timely manner. Serve as the primary point of escalation contact for the Ops. Be a champion of CX when it comes to working cross functionally with different departments. Assist in managing the day-to-day operations and provide positive direction to ensure that your team meets or exceeds expected KPIs and SLAs. Set performance goals with team members that align with the company’s larger plans. Continually improve the client experience by championing client feedback to other parts of the organization such as the prod