Full Time Customer Escalation Support Lead

We are looking for a customer experience lead/specialist who thrives in a fast-paced environment, excels at customer communication, and enjoys using systems and AI tools to create efficiency and exceptional service. Our company teaches Etsy sellers how to grow their shops and we have 5800+ clients. Our company culture is fun and hardworking. Website: ----------

This role requires someone confident on the phone and on video, with 5+ years of experience handling customer complaints, escalations, and enforcing no-cancellation / no-refund policies. You must be assertive, professional, and comfortable navigating tough conversations with clarity and empathy.

PLEASE SEND LOOM VIDEO introducing yourself, your experience, and why you're excited about this role, to ---------- you!

This is a mid-level role for someone who’s already strong in client support and operations — not an entry-level position. We are looking for someone who is interested in growth. If you don’t meet the requirements below, please do not apply.

Responsibilities
- Manage client communications through email and Zoom, delivering empathetic, professional, and efficient support.
- Handle escalations and de-escalate issues with confidence and clarity.
- Maintain systems — update CRM records, course platforms, and FAQs.
- Use data in Google Sheets to track issues, trends, and performance metrics.
- Leverage AI tools (ChatGPT, Notion AI, or similar) to streamline workflows and generate insights or drafts.
- Document processes — build and maintain SOPs for consistent, repeatable results.
- Collaborate cross-functionally with billing, tech, and coaching teams to ensure client satisfaction.

Requirements (Applicants Must Meet All)
- 2+ years of experience in customer support, client success, or operations (preferably in tech, online education, or info products).
- Proven experience using a CRM system (HubSpot, Pabbly, or similar).
- Strong proficiency in Google Workspace, especially Google Sheets (data organization, formulas, analysis).
- Experience conducting client calls via Zoom — confident, empathetic, and professional on camera.
- Comfortable using AI tools for process improvement, or automation.
- Excellent written and verbal communication skills.
- Highly organized, detail-oriented, and proactive — you don’t wait to be told twice.
- Ability to stay calm and solution-focused under pressure.

Why You’ll Love Working Here
- Be part of a scaling company where your skills and ideas truly make an impact.
- Work with a collaborative, growth-oriented team at the intersection of tech and education.
- Clear advancement opportunities into Client Success Management as you grow.
- A culture that values excellence, empathy, and initiative.