We are obsessed with the hero's journey at JobNimbus. Every person has a hero's journey. Hermione Granger, James T. Kirk, Frodo Baggins, Anna & Elsa, Nacho Libre, and even YOU! This is our "call to adventure" to come check out JobNimbus. What do you have to lose? You might make a few new friends, learn about a sick new company doing some amazing things, and maybe you'll even land a new job!

Mission:

The Escalations Specialist is the key link between our customers and the development team, ensuring quick resolutions for customer-reported bugs and enhancing overall customer satisfaction.

What You'll Be Doing:

Resolve escalated customer issues swiftly and thoroughly to improve satisfaction and retention
Own and enhance our bug management process to drive faster turnaround and reduce backlog
Serve as the connective tissue between Support and Development, strengthening communication and collaboration across teams
Mentor and train the Support team to continuously elevate their product knowledge and troubleshooting capabilities
Provide customers with clear, timely updates throughout the resolution process, ensuring transparency every step of the way
Help drive Support's CSAT on How-To tickets from 87% to 90% through coaching and process improvement
Monitor and improve key metrics including Time to First Response, Resolution Time, Customer Satisfaction, and Escalation Rate

What Makes You the Hero for This Job:

Proven experience in a customer support, technical support, or escalations role
Strong troubleshooting instincts paired with the patience and empathy to guide customers through tough moments
Excellent written and verbal communication skills, with the ability to translate technical issues for non-technical audiences (and vice versa)
Comfortable acting as a liaison between customer-facing and technical teams
A coach's mindset — you enjoy training others and raising the bar for the whole team
Highly organized with a strong sense of ownership over your inbox and open tickets ("Inbox Zero" isn't a dream, it's a daily habit)
Track record of hitting or exceeding service-level metrics like response time, resolution time, and customer satisfaction

Superpowers:

Ownership. You own the outcomes, drive initiatives, and solve problems proactively. If you need direction and someone to hold your hand, this job is not for you.
Customer Obsessed. Everything we build should leave our customers saying, "Aw dip. This product is off the charts cool. Whoever wrote that code deserves a raise!"
Proactive Learning. You stay ahead of the curve, continuously learning and implementing cutting-edge technologies.
Team Commitment. You build, mentor, and lead a high-performance engineering team that delivers results together.
Self Awareness. You know your strengths, weaknesses, and how to surround yourself with the right talent to succeed.

Mentor

Matt Nelson - Specialist in hiring amazing people, lover of music, Connect Four, ping pong, tennis, pickleball, photography, celebrating birthdays, the Red Sox, and recruiting.

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