Escalation Lead

Escalation Lead

Help the world buy it and go

Cantaloupe is a FinTech company that is constantly evolving the way companies across the globe manage, optimize, and automate the critical decisions made on a daily basis. We are committed to helping businesses grow smarter, better, and faster than ever before. Our vision is to ultimately help the world buy it and go.

 Responsibilities:

• Manage and resolve escalated issues and customer complaints in a timely manner.
• Serve as the primary point of contact for escalated cases, prioritizing based on urgency.
• Coordinate cross-functional teams to investigate and resolve escalated issues.
• Communicate with customers professionally and empathetically, managing expectations.
• Lead and mentor the escalation team, providing guidance and support.
• Identify opportunities to streamline escalation management processes.
• Maintain accurate records of escalated cases and generate regular reports on trends.
• Collaborate with internal teams to address systemic issues and implement improvements.

Preferred Qualifications:

• Bachelor's degree in relevant field.
• 3 years of experience in customer-facing roles.
• Strong communication and interpersonal skills.
• Leadership experience, with the ability to mentor a team.
• Proficiency in CRM systems and ticketing tools.
• Attention to detail and organizational skills.
• Knowledge of escalation management best practices.
• Experience in relevant industries is a plus.

Why choose Cantaloupe:

We offer competitive benefits not just limited to compensation but also offer:

• Medical, Dental, & Vision Benefits coverage, plus additional benefits (Life Assistance Program, Financial Wellness, and Nutritional Counseling)
• 401(K) with employer match effective upon first day of employment
• 18 days PTO + (9) Observed Company Holidays
• Tuition Reimbursement

 As part of our commitment to maintaining the highest standards of financial integrity, this position may also involve responsibilities related to SOX compliance.