Escalation Specialist

Escalation Coordinator, Key Accounts, 37255488The Escalation Coordinator plays a pivotal role in supporting our Key Accounts team by managing high value Host and API Partner related inquiries and escalations. Acting as a critical liaison between partners and internal teams, the Escalation Coordinator ensures timely resolution of issues while delivering exceptional service. You support the Key Accounts team by sharing your ideas and recommendations and by building good relationships with those you work with, both inside and outside of your team.Key ResponsibilitiesServe as an additional Host-facing support for the Key Accounts TeamMaster and maintain knowledge of company policies and procedures inside and out, being an expert in Community Support and brand risk topicsProvide end-to-end resolution and communication to Hosts while maintaining professionalism and clarityConduct in-depth research to address and resolve Host issuesTriage and assign escalations tickets and and provide recommendations for efficient resolutionRespond promptly and accurately to Host inquiries via email, maintaining a high level of service in a dynamic environmentWork to proactively improve the listing quality of the listings managed by Enterprise hostsSupport API troubleshooting and incidentsEffective communication in the context of stakeholders managementProven track record of meeting or exceeding SLA response timesRequired Skills And Qualifications4+ years as a Customer Support, Technical Support or Account ManagementProven expertise in handling high value and time sensitive customer and technical service inquiries with strong active listening and problem-solving skills.Exceptional written and verbal communication abilities.Ability to manage multiple priorities and execute tasks efficiently in a fast-paced environment.Proven ability to analyze and assess technical issuesHigh technical aptitude, with API knowledge preferredSkilled at de-escalating conflicts and achieving resolutions, even when outcomes may not meet Host expectations.Proficiency in tools like Salesforce, and G-Suite, and Jira (preferred)Preferred AttributesPrevious experience in hospitality, customer service, or a related field.Strong attention to detail and organizational skills.Role GoalsThe ultimate aim of the Escalation Coordinator role is to streamline processes, enhance Host satisfaction, and allow Key Account managers to dedicate more time to strategic revenue-focused initiatives.This role provides a balance of independent problem-solving and collaborative teamwork, making it integral to our mission of creating an efficient, supportive, and proactive hosting environment.Pay Rate Range$40-46.73/hr.

Created: 2026-05-16