Escalations and Risk Management Specialist LATAM
hace 4 días
Overview TripleTen is an award-winning online school among technology bootcamps. Our mission is to help people change their lives and succeed in technology. We offer flexibility in studies, career mentoring, resume and portfolio preparation, and we guarantee employment after the course. Our employability rate among graduates is 87% across our Full Stack Development, Quality Assurance (QA) and Data Analytics. We are now looking for an Escalations and Risk Management Specialist to join our LATAM team What you will do This critical role focuses on managing the most sensitive, high-risk, and complex student cases in the LATAM market. Your main goal will be to prevent reputational damage, legal escalation, and financial disputes while ensuring a fair, empathetic, and solution-oriented experience for our students. Main responsibilities High-impact case management: manage complex and sensitive escalations that require senior-level review, including external escalations, compliance-related matters, and payment disputes. Risk mitigation: assess potential business, financial, and brand risks associated with escalated cases and coordinate appropriate response strategies. Legal & Financial Escalations: coordinate cases involving legal action, working closely with Legal and Payment teams. Student Communication & De-escalation: conduct sensitive conversations with empathy and professionalism, clearly explaining decisions, policies, and next steps while aiming to reduce conflict and frustration. Cross-Functional Collaboration: work closely with various teams to investigate cases, gather evidence, and align on resolutions. Investigation & Documentation: thoroughly review student history, contracts, internal communications, and system records; document findings and decisions clearly for internal tracking and audits. Reporting & Tracking: maintain accurate records of escalated cases, outcomes, timelines, and risk levels, and contribute to regular reports for leadership. Requirements At least 3 years of experience in customer service, retention, escalations, or high-touch customer support roles. Native Spanish. Intermediate English level (B1–B2) for written and verbal communication. Exceptional empathy and emotional intelligence. Strong written and verbal communication skills. Ability to handle difficult conversations calmly and professionally. Strong sense of responsibility, with the ability to manage cases end-to-end and proactively follow up until resolution. Excellent organizational skills, capable of managing multiple complex cases simultaneously with high accuracy. Proven ability to work cross-functionally with multiple teams and stakeholders. Solution-oriented approach with sound judgment in high-pressure situations. Nice to have Experience handling legal claims, escalations. Background in EdTech, SaaS, or education environments. Familiarity with CRM tools, ticketing systems, and internal documentation platforms. Experience managing public complaints. What we can offer you 100% remote work. 700 USD gross per month + monthly bonuses based on KPI results. Full-time role, Monday to Friday, 9:00 AM – 6:00 PM CST. A comfortable digital office. We use modern digital tools — Slack, Jira, HubSpot, Notion, etc. — to make the working together process seamless. A diverse and tight-knit team, spread out across the US, LatAm, and more #J-18808-Ljbffr
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