Customer Escalations Lead

Responsibilities

• Own the escalations queue by delegating work, setting monthly goals, and monitoring case volume and timelines, while personally owning the most complex, high-risk, or high-visibility issues.
• Direct end-to-end resolution for complex or sensitive escalations-leveraging Salesforce, Zuora, Sigma, and other Nexamp systems along with advanced investigation, negotiation, and de-escalation skills-to deliver timely, compliant outcomes.
• Review and approve financial remedies and high-impact customer communications, including billing adjustments, credit memos, regulatory or VIP responses, and project- or utility-wide customer notifications.
• Serve as the senior point of contact for escalations affecting commercial accounts, partnering with Account Management to identify risks, drive resolution, and support long-term retention and renewals.
• Identify trends in escalations, rework, and customer pain points, and share insights with leadership along with recommended improvements
• Support, train, and mentor the Escalation Representative and other CX team members, modeling best practices in case handling, documentation, and customer communication, and ensuring consistent quality across the queue.
• Be biased towards action and developing customer focused solutions that can be role modeled and expanded to strengthen the entire CX organization.

Requirements

• You will be hybrid out of the Chicago, IL office. You will report to the Manager, Customer Retention & Collections.
• At least 3 years of professional experience in customer support, collections, accounts management, or a similar customer-facing role.
• Prior customer support experience in a contact center setting is required .
• Demonstrated experience in a leadership role managing direct reports within a customer support environment.
• Experience supporting or contributing to process improvement initiatives .
• Experience handling complex or VIP customer-support scenarios.
• Ability to use standard computer programs, including Microsoft Office Suite and particularly Excel
• Proficiency with Salesforce or similar CRM systems .
• Experience in utilities, renewable energy, or subscription-based billing is preferred.
• Familiarity with Zuora or similar billing platforms is preferred.
• Commitment to Nexamp's mission and have a passion for solving tomorrow's climate crisis today.
• Demonstrated experience in effectively communicating information, ideas, and perspectives with people inside and beyond your organization.
• Experience in showcasing initiative to make improvements to current work, processes, products, and services across the organization. We value accountability and an ownership mentality.
• Ability to ask appropriate questions, analyze data, identify the root causes of problems, and present creative solutions.
• Expertise in building strong internal and external relationships with customers and stakeholders, instilling trust and loyalty across the industry.
• Eagerness to develop a fundamental understanding of how Nexamp operates and then apply that knowledge effectively to inform business decisions.
• If you don't meet 100% of the above qualifications, but see yourself contributing, please apply.
• You'll love working here because:
• Not only will you get to take part in meaningful work and have the chance to change t

Additional Information

Do you want to be a part of the clean energy movement? Are you passionate about improving our environment for this generation and those to follow? Are you ready to take on new challenges and collaborate with a future-focused team leading the way into new markets? Join Nexamp! This is where you can learn from industry leaders and become one yourself. It's fast-paced, mission-based work that challenges the status quo. Be on the team that's changing the world.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at nexamp? Share your experience