Escalation Specialist

About the role

The Escalation Specialist is responsible for rescuing at‑risk member relationships before they turn into negative feedback. Operating at a level above standard concierge support, this role combines real‑time sentiment monitoring with proactive outreach to ensure VIP homeowners feel valued, even when issues arise.

Key responsibilities

• Monitor live conversations across all channels using AI‑driven sentiment alerts and decide when human intervention is required.
• Initiate proactive calls or messages to frustrated homeowners, taking ownership of the resolution and rebuilding trust.
• Produce daily structured reports for leadership highlighting emerging issues, pattern detection, and system‑wide improvement opportunities.
• Identify recurring failure points and collaborate with product teams to implement systemic fixes.
• Rotate on weekends and holidays to provide continuous coverage for members who operate beyond a traditional Monday‑to‑Friday schedule.

Required profile

• Proven experience handling high‑expectation clients in premium environments such as concierge services, VIP airport lounges, private banking, or luxury hospitality.
• Exceptional judgment in interpreting tone, sentiment, and escalation signals.
• Strong communication skills with the ability to calm frustrated customers and convey empathy.
• Comfortable working in a fast‑growing, AI‑first tech company.

Required skills

• Experience with real‑time customer interaction platforms or chat monitoring tools.
• Ability to analyze sentiment data and translate insights into actionable steps.