Escalation Support Specialist at MasterClass | Torre
Escalation Support Specialist
Report
MasterClass

Escalation Support Specialist

MasterClass
Posted by
Former Torrex
star_border star_border star_border star_border star_border
star star star star star
(2.1K) info
Emma highlights
This highlight was written by Emma’s AI. Ask Emma to edit it.
Full-time

Legal agreement: Employment

Compensation
USD70k - 90k/year
Non-negotiable
location_on
Hybrid (United States)
flightsmode
Visa sponsorship: To be discussed/negotiated
Posted almost 6 years ago

Responsibilities

• Provide support internally to Tier 1 and Tier 2 support agents • Work with cross-functional teams (e.g., Engineering, Legal, Social Media) to resolve complex escalations and support tickets • Be responsible for identifying and troubleshooting complex user issues and bugs (e.g., fraud, technical bugs) and driving to resolution • Surface insights and trends from escalations to support reporting and analytics • Aid in identifying and executing against opportunities to drive process improvements that positively impact the member experience at scale • Proactively identify opportunities to improve processes and drive down ticket volume • Identify and execute against opportunities to drive process improvements that in return create a better user experience • Collaborate with legal, engineering, and data to address approved DSR requests • Keep user privacy top of mind in all communications • Serve as an ambassador for the MasterClass brand in all communications/ interactions
This job opening is closed.