As a Client Escalations Specialist, you will manage high-priority client issues with professionalism, ensuring timely resolutions to maintain customer satisfaction and trust.
Location: Remote
Employment Type: Full-Time
Compensation: Competitive
About the Company
Emmington is an international portfolio of companies operating across the UK, USA, Australia, New Zealand, and Dubai. We partner with businesses that are focused on improving customer acquisition and driving sustainable growth across both B2B and B2C markets.
Across the Emmington portfolio, we own, invest in, and consult for a range of businesses. While our level of involvement may vary, all companies we work with share the same core criteria: they are growth-focused, performance-driven, and committed to scaling effectively.
Job Summary
We are looking for a detail-oriented and emotionally intelligent Client Escalations Specialist to manage high-priority client issues and ensure timely resolution with professionalism and care. This role is critical in maintaining customer satisfaction and trust by handling escalated concerns with a solutions-first mindset, clear communication, and strong cross-functional coordination.
Key Responsibilities
• Serve as the primary point of contact for escalated client issues, ensuring a quick and satisfactory resolution.
• Investigate complaints thoroughly by gathering context from clients, support teams, and internal systems.
• Document all interactions and resolutions clearly in CRM or ticketing systems.
• Work closely with Customer Support, Account Management, Product, and Operations to resolve issues and prevent recurrence.
• Maintain a calm and empathetic tone while communicating with clients under stress or dissatisfaction.
• Identify trends in escalations and provide feedback to leadership for process or policy improvements.
• Manage expectations and provide proactive updates to clients during the resolution process.
• Support service recovery efforts, including credit negotiations or follow-up communication where appropriate.
Requirements
2+ years of experience in customer service, account management, or support roles with direct client interaction.
Proven ability to manage conflict and de-escalate emotionally charged situations.
Strong verbal and written communication skills.
Excellent problem-solving and decision-making abilities.
Experience with CRM and ticketing platforms (Zendesk, HubSpot, Salesforce, or similar).
Highly organized with the ability to manage multiple issues simultaneously.
Emotionally intelligent and empathetic, with the ability to balance client satisfaction and business needs.
Candidates will be placed within one of the Emmington portfolio companies.
To apply, please click the link:
https://myinterview.emmingtonrecruitment.com/public-application/6971ff91983e07a8b5358d0f
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