Escalations Manager
Responsible for leading the Tier 2 and Tier 3 Support teams that are focused on internal and external customer escalations as well as building and testing tools, workflows, and processes for new verticals, and revenue streams.• Continuous interdepartmental collaboration with engineering, legal, risk, law enforcement, trust and safety, and knowledge management to address customer escalations• Closed communication loops by introducing Operational Level Agreements for executive escalations by providing root cause analysis to the executive and the customer• Advocated the voice of the customer by driving resolution on bugs and feature requests• Delighted customers by formalizing proper coverage for ticket, phone, chat, and social media channels as well as during meetings, after hours, and holidays• Upheld government sanction compliance for Legal within our Payment Processor Stripe• Established internal Service Level Agreements, such as answering all tickets by EOD that came in before 4pm PT• Increased CSAT from 64% to over 90% by introducing live Zendesk Chat in the payments space• Analyzed Fraud Chargeback trends and reduced payment disputes by 90% via automations• Optimized internal tools to reduce exposure to bad actors to less than 5%• Trimmed Risk queue volume by over 90% by updating workflows and training Tier 1• Launched phone support via Talkdesk for new verticals and revenue streams• Documented FAQs and workflows for new lines of business, such as jobs, business accounts, and auto dealerships for handoff to the 24/7 Tier 1 team• Identified gaps in complex processes and document them with simple, digestible workflows via Confluence, Zendesk Guide (Help Center), Visio, and Lucidchart• Delivered individualized, employee growth plans in direct report's weekly 1:1s that compared their performance vs. the company's competency ladder• Shared the workload, spread the knowledge, and increased role responsibilities via extensive cross training efforts
