Full TimeSimpsonville, South CarolinaPosted 10/21/2025Areas of interest: Call Center, Customer Operations, Customer ServiceRequisition Number: 2025-63906COP134
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
The Escalations Lead serves as the primary point of contact for Corporate Escalations Specialists’ process and policy questions and acknowledgement of receipt of Executive escalations. The Escalations Lead will correspond with company leadership as needed to provide updates of inflight escalations and written summaries of resolved complaints.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Correspond via written means with company Executives, Legal, Government Affairs, and other leadership to provide acknowledgement, update, and outcome summaries for escalated customer concerns.
Draft executive-level, comprehensive summaries of customer’s experience including all processes, departments, and systems which they interacted with.
Provide active floor support for specialists to answer questions, address customer escalations, and help with adhoc requests.
Serve as a resource for business owners throughout the escalation resolution process; answering questions regarding the process and inclusion justification for their departments.
Completion of special research and documentation projects as requested regarding policy, trends, and customer experience.
Conducting quality of work reviews with Escalations Specialists to help improve their understanding. Completion of additional duties as required.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Demonstrated written and verbal communication skills
Demonstrated self-initiative
Proven track record in customer relations with strong leadership abilities
Proven knowledge of Microsoft Office applications (Word, Excel, Outlook and PowerPoint) Must be able to navigate seamlessly among multiple computer applications to gather and aggregate necessary information
Ability to handle emotionally difficult situations with professionalism and maturity
Ability to apply investigative and analytical skills to position duties
Required Education
High school diploma or equivalent
Required Related Work Experience and Number of Years
Directly supporting Charter customers – 5+
Corporate Escalations experience – 3+
COP134 2025-63906 2025
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.
