Client Care Specialist – Escalations & Client Support

We’re seeking a Client Care Specialist who thrives in high-stakes client situations and knows how to take ownership of complex issues from start to finish. This role is ideal for someone with experience handling escalations in a contact center or supporting client accounts in an account management capacity.

You won’t just respond to issues—you’ll own them, working cross-functionally to drive resolution, communicate clearly with clients, and ensure nothing falls through the cracks. If you’re comfortable navigating ambiguity, managing expectations, and balancing client needs with business priorities, this is a strong next step in your career.

 

WHAT WE'RE LOOKING FOR: 

• Ownership Experience
  • Experience managing escalated or high-sensitivity client issues in a contact center or similar environment
  • Demonstrated ability to take full ownership of issues through resolution (not just handoffs)
  • Comfortable making judgment calls in ambiguous situations
• Polished Communicator
  • Strong verbal and written communication skills
  • Able to simplify complex topics and build trust quickly
  • Able to de-escalate tense situations while maintaining professionalism
• Client-Centric Thinker
  • Naturally empathetic, but also business-minded
  • Understands how to balance client needs with company objectives
• Problem Solving & Execution
  • Strong critical thinking with the ability to identify root causes (not just symptoms)
  • Able to navigate systems, processes, and teams to drive resolution
• Relationship Builder
  • Skilled at creating rapport and long-term client confidence
  • Works well with both clients and internal teams

 

WHAT YOU'LL DO: 

You’ll play a key role in supporting client experience and service delivery, helping ensure issues are resolved efficiently and communication stays clear and consistent.

• Assess client inquiries and escalations quickly using active listening and strong judgment to identify root causes and effective solutions
• Handle complex, high-impact client issues with empathy, professionalism, and a clear understanding of business priorities
• Communicate proactively with clients, providing clear, timely updates that build trust and confidence throughout the resolution process
• Investigate and resolve issues independently using internal systems, workflows, and documentation, while aligning with company policies and client agreements
• Recommend and implement solutions that balance client needs with company standards; escalate appropriately when needed
• Own issues end-to-end, ensuring resolutions are fully executed, approved, and accurately documented
• Partner cross-functionally to drive timely, coordinated resolutions and ensure nothing falls through the cracks
• Identify recurring issues and proactively suggest improvements to processes, tools, and client experience
• Monitor and prioritize VIP or high-sensitivity cases, escalating insights to leadership and Client Success teams
• Follow up with clients to confirm full resolution and satisfaction
• Occasional travel may be required based on business needs (meetings, conferences, client visits)
• Perform other duties as assigned

 

EXPERIENCE & SKILLS:

• 2–4 years in a client-facing, customer care or other role supporting client accounts (ie. account management) is required
• Exposure to corporate travel and familiarity with GDS systems and travel/contact center tools is preferred
• Strong digital proficiency (email, chat, internal systems)
• High school diploma or equivalent experience