Customer Care Escalation Specialist

Granicus

. Handle and resolve routine and complex customer care requests .

Posted 9/22/2026full-timeRemote • Costa RicaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer care and technical support, with a strong focus on case management, escalation handling, and relationship building with executive stakeholders. Proven ability to identify process improvements and advocate for long-term solutions based on customer insights.

Highest-signal resume keywords

Customer Care ExperienceCase ManagementEscalation HandlingExecutive Customer Relationship ManagementProcess Improvement Implementation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshooting Complex IssuesSaaS Products FamiliarityCloud Services KnowledgeDigital Engagement Platforms

Soft Skills

Exceptional Verbal CommunicationExceptional Written CommunicationCross-Functional CollaborationAbility to Manage High-Stakes SituationsRelationship Building

Certifications & Qualifications

Privacy Training

Industry Keywords

Customer SuccessCustomer FeedbackCase TrendsEscalated CasesGranicus govCommunities

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Handle and resolve routine and complex customer care requests
Coordinate with Technical Support, Product, and Engineering to resolve customer cases
Provide advanced support for premium offerings and complex issues
Serve as an escalation point for Customer Care Representatives and Technical Support Representatives
Manage executive escalations involving Granicus executives or critical customers
Collaborate cross-functionally to resolve escalated cases efficiently
Serve as primary contact for executive customers
Build relationships with executive stakeholders and advanced support customers
Moderate discussions in Granicus govCommunities
Provide expert guidance and support to customers in the community
Gather customer feedback and identify trends and common challenges
Suggest process improvements based on customer insights
Track and report resolution of escalated cases
Identify systemic issues and advocate for long-term solutions
Provide recommendations to internal teams based on case trends

Requirements

What you’ll need

2 years of experience in Customer Care, Technical Support, or Customer Success
Proven track record in case management and escalation handling
Exceptional verbal and written communication abilities
Experience addressing high-level stakeholders and managing sensitive escalations
Ability to work cross-functionally with internal teams
Experience troubleshooting complex issues in fast-paced environments
Experience managing high-profile or executive customer relationships
Experience handling escalations and coordinating resolutions across departments
Familiarity with SaaS products, cloud services, or digital engagement platforms
Experience identifying and implementing process improvements
Ability to manage high-stakes situations with poise
Ability to work in shifts between 6am–9pm, Monday–Friday, Central time
Responsible for preserving the confidentiality, integrity, and availability of company information assets
Responsible for ensuring employee and customer data privacy and completing required privacy training
No degree requirement stated; Granicus does not have degree requirements for most roles

Benefits

Comp & perks

Remote-first company
Employee Resource Groups
Coffee with Mark sessions with the CEO
Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more
Special guest discussions on issues impacting employees