• Manage a team of escalations and complaints specialists, providing training, oversight and support. • Set clear performance goals, provide regular feedback, and administer performance evaluations. • Define KPIs and targets for the team to include individual performance metrics in addition to department metrics for Customer satisfaction, response time and resolution time. • Conduct regular team meetings to discuss performance, share best practices, and address any challenges or concerns. • Foster an environment of continuous improvement and customer first mentality. • Monitor and respond to inbound request volume to ensure all customers receive a response in a timely manner and in line with SLA targets established. • Serve as the primary point of contact for complex and high priority customer issues that require escalation. • Ensure escalation resolution results in customer satisfaction and customer retention. • Act as a community liaison on exceptional requests that require coordination across multiple departments, including owning the transaction and execution steps required from the Logistics & Customer Support side. • Reviewing and responding to customer requests for non-standard documentation, including non-standard requests for COIs, in line with company policy and after coordinating with appropriate parties. • Assist with chargeback research and rebuttals. • Develop and deploy a training program for Sr. Customer Support Agents to assume primary responsibility for customer escalation calls. • Develop and implement an operating model that enables cross-functional capabilities and maximizes output and efficiency while not compromising customer satisfaction. • Maintaining records of all escalations and unique situations with a view to reporting on volume and identifying opportunities for process improvement and agent retraining. • Identify opportunities for cross-functional process alignment and outline recommendations for process design.