Job Overview

Reporting to the Support Manager NA/AU, the Client Support Escalation Advisor is an expert in resolving difficult and complex customer escalations. This individual needs to be motivated by successfully, passionately, and proactively meeting the customer’s needs, while also showing a strong sense of empathy and ownership. They need to have a strong ability to think “outside the box” and always work 100% to exceed the customer’s expectations. This individual will act as a point of contact when the team lead is not available, assisting with escalations, team help, and guidance; fostering an enjoyable and welcoming work environment. When there are no escalations, they will work as one with the client support representatives helping with calls, emails, and chats.

Key Responsibilities

• Provide a passionate, professional, and dedicated client support experience through phone, email and online chat

• Making outbound calls to clients who we find need proactive support

• Assist the Client Support Team Lead with daily support of escalations from Client Support and Account Management teams working US (English volume), including phone, email, and chat.

• Lead and own the daily management of escalated tickets 

• Provide continuous improvement and rep empowerment through feedback, capturing of knowledge, assisting with defining escalation processes, policies and communication techniques.

• Provides upward and or cross-departmental visibility on escalated issues impacting clients or the support team.

• Understanding of platform, products, processes, resources and where to navigate support reps and clients to empower them. 

• Works well independently or with direction. Is self-motivated to improve. 

• Efficiently and effectively solve complex problems with multiple team members across multiple departments

• Provide extra, in-depth support for problematic experiences and/or high paying customers

• Assist with refund requests and attempt to save refunds by providing solutions to the customer's concerns

• Make recommendations to the customer about how to bring their design to life through print or digital solutions

Key Working Relationships

• Client Support

• Account Management

• Designer Support

• Support Leadership

• Learning & Development

Required Experience and Skills

Essential requirements

• Ability to thinking innovative, and develop solutions in the moment

• Experience in an omni-channel environment

• Excellent English writing and communication skills

• Ability to communicate effectively to a variety of audiences (upward and across teams)

• Strong interpersonal skills

• Strong empathy and dispute resolution skills

• Ability to be flexible and adapt to change

• Ability to de-escalate customer issues 

• Ability to take ownership of a issue through to resolution

• Above all else, obsess over the customers needs

Preferred experience

• Experience with Zendesk 

• Experience with 99designs

A bit about you:

• Positive Attitude

• Ability to think and problem solve independently

• Excitement to learn, grow, and adapt

• Strong ability to deal with ambiguity

• Data-driven

• Ability to break problems down

• Adaptability & Flexibility 

• Customer Service Focused and Experienced

• Ability to communicate effectively to a variety of audiences

• Ability to anticipate the Customer’s needs

A bit about us

99designs by Vista is the world’s global creative platform that makes it easy for clients and designers to work together to create designs they love. Since 2008, our freelance community has brought more than one million creative projects to life for thousands of genius entrepreneurs, savvy small business owners, and brands with big ideas. As part of the Vista family, which includes VistaPrint and VistaCreate, 99designs helps small businesses thrive with expert design at their fingertips. 

We’re committed to creating a diverse and inclusive culture that welcomes, supports and celebrates individuals from all experiences and backgrounds. We know this is what enables us to build a stronger, more creative environment – both on our platform and within our own teams.