Escalations Manager, Power Packs

Collectors

. Act as the primary escalation point for cases surfaced by the front-line CS team .

Posted 9/28/2026full-timeUnited StatesMid-LevelSenior💰 $94,779 - $153,876 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing sensitive customer escalations and driving resolution through effective communication and problem-solving. Proficient in handling high-stakes conversations and coordinating with legal and finance teams for settlement processes.

Highest-signal resume keywords

Customer Support ExperienceEscalation ManagementClaims ProcessingGoogle Sheets ProficiencyExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Problem-Solving SkillsOrganizational Skills

Tools & Technologies

Microsoft Excel

Industry Keywords

Trust & SafetySettlement ProcessLegal ExposureCustomer ExperienceHigh-Stakes Conversations

About the role

Key responsibilities & impact

Act as the primary escalation point for cases surfaced by the front-line CS team
Review each case and compile supporting data before deciding next steps
Verify customer claims against Card Ladder valuations, sales comps, purchase and spend history, buy-back proceeds, and refund history
Apply decision frameworks to valuation disputes, tier/probability disputes, hardship refund requests, and mislabeled or damaged item claims
Lead direct-to-customer phone calls on sensitive disputes and de-escalate issues
Own the end-to-end settlement process for cases with legal exposure
Route settlements through Legal for approval, coordinate signed agreements, and submit refund requests to Finance
Keep the settlement tracker current in real time
Escalate judgment calls and precedent-setting cases to the Director, Customer Experience
Identify patterns across escalations and proactively surface them to leadership

Requirements

What you’ll need

Proven ability to manage sensitive, high-stakes conversations with stakeholders across the business and directly with customers, and drive cases to resolution
Excellent communication, organization, and problem-solving skills
Proficient with Google Sheets / Microsoft Excel
5+ years of experience in customer support, escalations, claims, or trust & safety
Candidates must be authorized to work in the United States

Benefits

Comp & perks

Medical, Dental, and Vision insurance
Fertility assistance
Commuter assistance
Educational assistance benefits
Competitive 401k matching plan
Flexible time-off
Ten company paid holidays
Discounts on select grading services for approved submissions
Flexible schedules with varying shifts
Celebrations, holiday events, and team building activities