Customer Support Escalation Lead

Today, we live in a world where everything has become convenient. Now you can get a ride anywhere, buy anything, answer any question with just a couple clicks on your phone. Convenience isn’t a luxury, it’s an expectation.

So why not renting? It’s still a chore to get utilities set up, buy renters insurance, get air filters changed, handle pest control, and more.

That’s why we’ve built the world’s first Resident Experience Platform that makes resident onboarding, resident services, and ancillary revenue effortless for property managers.

We’re passionate about turning friction into triple win experiences for residents, property managers, and investors. That way renting can be easy and rewarding for everyone.

And now you can join us. Apply today to join 200+ passionate, creative people who strive to make a difference each day so residents, property managers, and investors all win; creating the ultimate Triple Win. 🔥🔥🔥

About the Role

As Client Support Escalation Lead, you’ll be responsible for managing and resolving complex/high-impact customer issues that have been escalated beyond frontline support. This role requires strong problem-solving, leadership, and communication skills to ensure timely resolution, exceed customer expectations, and identify opportunities to improve support processes. The Escalation Lead acts as the liaison between customers, frontline support teams, and cross-functional departments to drive efficient outcomes and reduce recurring issues.

Key Responsibilities

• Escalation Management

  • Oversee and manage all internal and external escalations from the Post Sales department.

  • Act as the primary point of contact for critical customer issues and at-risk situations.

  • Ensure timely and effective resolution of escalated cases, prioritizing customer satisfaction (goal is 24 hours).

• GRI Project Support

  • Handle escalated issues related to the Group Rate Internet (GRI) Project.

  • Collaborate with relevant teams to address and resolve complex GRI-related customer concerns.

• CSM Escalation Support

  • Work closely with Customer Success Managers (CSMs) to address and resolve customer escalations.

  • Provide expert guidance and support to CSMs on challenging customer situations.

• Communication Channel Management

  • Actively monitor and manage client communication channels, including Slack, Salesforce, and email, to identify and address potential escalations proactively.

  • Ensure consistent and clear communication with customers throughout the escalation process.

• Customer Experience

  • Deliver a "white-glove" support experience characterized by promptness, compassion, and a strong focus on resolution.

  • Proactively identify opportunities to improve customer satisfaction and prevent future escalations.

• Process Improvement

  • Collaborate with cross-functional teams to identify root causes of escalations and implement preventative measures.

  • Contribute to the development and refinement of escalation protocols and best practices.

• Reporting and Documentation

  • Maintain detailed records of all escalated cases, including actions taken and resolutions achieved.

  • Provide regular reports on escalation trends and key performance indicators to management.

📌 Key Competencies

• Communication

  • Exceptional written and oral communication skills are crucial for synthesizing complex information, and providing clear updates to various audiences.

  • Customer empathy and the ability to maintain a positive and constructive attitude under pressure.

• Problem-Solving & Analytical Skills

  • Strong problem-solving, analytical thinking, and decision-making skills

  • Ability to diagnose and troubleshoot issues, identify root causes, and develop effective solutions

• Conflict Resolution & Emotional Intelligence

  • Ability to remain calm and professional under pressure

  • Diffuse challenging situations, negotiate mutually beneficial resolutions, and manage customer frustration points.

• Leadership & Mentorship

  • Strong leadership skills to guide support teams, prioritize cases, delegate tasks, and influence positive customer outcomes.

• Organizational & Time Management

  • Strong organizational skills, attention to detail

  • Ability to manage multiple priorities effectively to ensure prompt case resolution.

• Customer Focus

  • Commitment to exceeding customer satisfaction and loyalty.
    

💥 About you

• Customer Support Background:

  • 5+ years experience in customer support or a related role

  • 2+ years in an escalation management or supervisory role

• Technical Acumen:

  • Familiarity with technical product troubleshooting and an in-depth understanding of products/services

• CRM & Ticketing Systems:

  • Experience with customer support software, CRM systems (Salesforce), and ticketing systems (ServiceCloud)

• Support Protocols:

  • Knowledge of best practices in customer service and support, including developing and implementing support protocols and procedures

• Cross-functional Collaboration:

  • Proven ability to work collaboratively with cross-functional teams to address complex customer issues and improve processes

• Data Analysis & Reporting:

  • Proficiency in data analysis and reporting to identify patterns and trends, analyze customer feedback, and present reports on escalation metrics to senior management.

• Compliance: Knowledge of service level agreements (SLAs) and compliance requirements

• Ability to work Monday through Friday, 11 a.m. to 8 p.m. EST hours

Remote Work Statement

This is a remote-first, work-from-home position with required bi-annual in-person company meetings in January and July (business travel covered by Second Nature). You must be available during scheduled working hours, with a distraction-free work environment and reliable high-speed internet.

AI Innovation

We're thrilled about the transformative potential of AI innovation and its ability to drive progress at Second Nature. As we continue to explore and integrate AI into our workflows, we’re eager to learn how you’ve embraced and implemented AI in your professional journey. In the interview process, we look forward to hearing about your experiences and exploring how we can collectively leverage AI technology to accelerate our growth.

Why Second Nature?

🩺 Health First: Medical, Dental, Vision, & Life Insurance; 401K Plan

📍 Location: Work Remotely from anywhere in the US

📆 Flexibility: Open PTO and sick days

🤩 Culture: Diverse, inclusive, supportive, and growth-focused

🚀 Growth: Be part of a fast-growing team building a new category and making a real difference

💻 The Product: Award-winning, customer-loved platform that truly delivers on our mission

Our Core Values

Pirate Ship, Not A Cruise Ship: We are innovators who move quickly and decisively.

Extreme Ownership: We own our results and act with integrity.

Grow the Pie: We deliver real outcomes for customers and stakeholders.

Massive Growth Takes Massive Growth: We seek out challenges and learn from them.

Purple Heart: We normalize the rebound and value resilience.

Be a Moment-Maker: We always look for ways to do the most we can.

Second Nature is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We take action to ensure equal employment opportunities for all candidates and employees and to provide employees with a workplace free of discrimination and harassment. Our hiring decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by federal and/or state law.

#liremote