Customer Escalation, Billing & Complaint Resolution Expert

Job Description of Customer Escalation, Billing & Complaint Resolution Expert :-

About the Role :-

Were on the hunt for a Customer Escalation, Billing & Complaint Resolution Expert — a true resolution champion who can turn friction into satisfaction. If you have a strong background in handling complex customer queries, billing issues, and complaints in a fast-paced international BPO or US work environment, we’re ready to welcome you to the frontlines of our customer experience team.

🎯 What You’ll Do :-

• Take ownership of high-level customer escalations, especially involving billing disputes, unresolved complaints, and service issues.
• Act as the final point of contact for irate or dissatisfied customers, using emotional intelligence and clear communication to de-escalate tensions.
• Investigate and resolve complex cases by coordinating with internal teams (billing, technical, product) and ensuring timely closure.
• Document all interactions accurately in CRM systems and identify patterns that indicate root causes.
• Recommend process improvements based on escalation trends and recurring issues.
• Provide feedback and support to front-line agents to prevent future escalations.

🔍 What We’re Looking For :-

• 3+ years of experience in customer escalation management, billing resolution, or complaint handling — ideally in an international BPO or US support environment.
• Fluent English speaker with a clear neutral or US accent – communication is your superpower.
• Cool under pressure – you don’t just solve problems, you make customers feel heard and valued.
• Deep understanding of billing systems, customer service platforms (like Zendesk, Freshdesk, or Salesforce), and escalation workflows.
• Proactive, solutions-oriented, and capable of working independently in a remote setup.
• Comfortable working night shifts aligned with US hours.

💡 Why You’ll Love Working with Us :-

• Work from anywhere – this is a 100% remote opportunity.
• Be the voice of calm and reason – and the hero in the customer's story.
• Join a fast-growing, supportive team where your insights actually shape the way we serve.
• Competitive pay and performance-based incentives.
• Exposure to global customers and challenging, meaningful work.