Escalation & Case Management Lead

Job Title: Escalation & Case Management LeadDepartment: Customer ExperienceLocation: Remote/In-Office (as applicable)Reports To: Head of Customer SuccessPosition OverviewWise Pelican is seeking a detail-oriented and analytical Escalation & Case Management Lead to manage complex customer issues and system-related escalations. This role is responsible for investigating customer concerns, working closely with Support and Development teams, and identifying root causes to improve the overall user experience. The ideal candidate will have a technical aptitude, experience navigating Stripe and backend systems, and the ability to recommend UX improvements based on data-driven insights. If you enjoy problem-solving, uncovering patterns, and streamlining processes, this role is perfect for you.Key ResponsibilitiesEscalation & Investigation ManagementAct as the primary investigator for escalated customer concerns that go beyond standard support processes.Work closely with Support and Development teams to diagnose system issues, payment discrepancies, and process gaps.Navigate Stripe and internal backend systems to analyze transactions and identify the source of customer issues.Track and categorize escalations to identify recurring issues and recommend process or system improvements.Serve as Wise Pelican's "Private Investigator" for customer cases where initial offers or standard operating procedures have been rejected.Handle chargebacks, including investigating disputes, gathering necessary evidence, and working with Stripe to ensure proper resolution.Process & System AnalysisDocument case findings, patterns, and solutions to improve response efficiency.Collaborate with the Development team to suggest UX enhancements that could prevent recurring customer issues.Provide data-backed recommendations for improving automation and system workflows.Work with Support to refine internal troubleshooting documentation and escalation procedures.Customer Interaction & Case HandlingDetermine whether cases require direct customer communication or behind-the-scenes resolution.Act as a liaison between customers and technical teams, ensuring clear documentation of issues and solutions.Develop structured reporting on escalations, including response times, resolution effectiveness, and customer impact.Qualifications & Experience3+ years of experience in customer support, technical support, or a related investigative role.Experience with Stripe or other payment processing platforms, including handling chargebacks and dispute resolution.Ability to navigate backend systems, CRM platforms (HubSpot preferred), and customer data tools.Strong analytical skills with an ability to identify patterns and propose data-driven solutions.Technical understanding of web applications and common customer experience pain points.Ability to work independently while collaborating effectively with Support, Development, and Customer Success teams.Key Performance Indicators (KPIs)Time to resolve escalated cases.Accuracy and effectiveness of investigations.Number of process or UX improvements recommended and implemented.Reduction in recurring customer issues.Efficiency of internal documentation and knowledge-sharing.Successful resolution rate of chargebacks and disputes.Why Join Us?At Wise Pelican, we foster a collaborative, customer-first culture where every team member plays a crucial role in our growth. We offer:Competitive Compensation - Base salary + performance-based incentives.Career Growth Opportunities - Clear pathways for advancement into leadership roles.Training & Development - Access to world-class training, mentorship, and professional development programs.Supportive Work Culture - A team-driven environment that values innovation, collaboration, and success.Application ProcessAre you ready to take on a detective-style role in customer experience? Apply today by submitting your resume and a brief cover letter detailing your investigative skills and experience in technical troubleshooting.

Created: 2025-03-04