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.