The opportunity
What you will own
- Take ownership of complex, aged, sensitive or executive-escalated customer cases.
- Coordinate across product, engineering, billing, security, health-support and telecom teams to establish clear owners and timelines.
- Provide accurate customer updates without speculation or unsupported commitments.
- Identify root causes in the customer journey and recommend process or knowledge improvements.
- Track escalation outcomes, repeat-contact rates and systemic friction.
- Support complaint handling and service-recovery practices consistent with applicable consumer and privacy obligations.
What you bring
Core qualifications
- 3+ years of customer experience, escalations, complaint resolution, technical support or account-management experience.
- Exceptional written and verbal communication and conflict-resolution capability.
- Ability to coordinate multiple stakeholders while maintaining precise records and commitments.
- Strong judgement with sensitive, urgent or reputationally important cases.
- Comfort interpreting service metrics and recurring customer themes.
Additional strengths
Preferred experience
- Experience in technology, telecoms, health-tech, financial services or other complex service environments.
- Customer experience, mediation, service management or quality certification.
- Experience handling cross-border customers.
Employment, compensation and fair recruitment
The published USD range is a U.S.-market reference range for this role. Final compensation, benefits, employment classification, payroll, tax treatment and statutory entitlements are determined by the employing entity, work location, experience and applicable law.
CloudTen does not charge candidates recruitment, placement, processing or employment fees. Qualified applicants are assessed against job-related requirements. Reasonable accommodation is available during recruitment where required by applicable law.
Support operations may use scheduled shifts, including evening or weekend coverage where business needs require it. Scheduling, working time, rest periods and statutory entitlements are governed by the applicable employment arrangement and law.
BYU-Pathway Worldwide students and graduates: qualified candidates are especially welcome to apply. Participation in recognised CloudTen talent-development or university programmes may receive positive consideration where lawful, while appointments remain merit-based and subject to the published requirements.
