Temporary Escalations Manager

About the roleAngi is seeking a Temporary Escalations Manager for a long-term contract basis to support policy review and definition for our pro and service companies throughout the business based on strategic priorities. As a Temporary Escalations Manager you will be responsible for evaluating CX tickets to deduce trends, managing pro & customer escalations, executing weekly and monthly check refund processing, and troubleshooting across cross functional teams.This position will be remote and require candidates to work up to a 40-hour work week and 1 Saturday per month. The hourly rate for this role ranges between $18 - $20 per hour. What you'll doBe a resource & problem solver for pro-facing strategic needs & ensure a positive Pro experience (via call, email, text, chat etc.)Ensure appropriate distribution of jobs, review and adjust job volume, partner with pros on appropriate and desired growth & expansion, explore exclusivity, etc.Professionally follow up with support teams internally and externally ensuring pro need resolution (prioritize top-tier pros, continued follow up to ensure resolution, etc.Develop & maintain Pro relationships across all partnerships and territorial areasWarm handoff between Onboarding / Early Education for newly onboarded prosSmaller administrative needs as assigned & ad hoc projectsWho you areExcellent sales, negotiation, and conflict-resolution skillsStrong escalation management and able to manage numerous parties/situationsStrong written and verbal communication skills (comfort & skill with phone and email)Comfortable working in systems / learning new tools (Dash, Zendesk)Basic Excel/Google Sheet proficiencyAbility to synthesize data to glean trends & insightsStrong time management & organizational skillsLooker or Tableau experienceWe value diversityWe know that the best ideas come from teams where diverse points of view uncover new solutions to hard problems. We welcome and value individuals who bring diverse life experiences, educational backgrounds, cultures, and work experiences.#LI-Remote