Escalations Specialist

Heredia, Costa Rica - Full Time


The Position

Escalations Specialist


What We Need

An internal escalation expert and voice-of-the-customer promoter! We are looking for someone who is powered by customers and wants to be the face of Kareo even when things get a little challenging. Our Escalation Specialist is the foundation of driving improvements in our service and process delivery, providing feedback for potential product enhancements and embodying the voice of our customers.


Your Area of Focus

  • Own and maintain our Office of the President SLA’s, inbox, follow ups and resolution. You are the direct line between our customer and Dan Rodrigues (CEO).
  • Ability to create grammatically correct, professional and legally sound public responses for Social Media (FB, Twitter, YouTube, LinkedIn), Better Business Bureau and review or similar sites. All within our established SLA’s.
  • Collaborate with Corporate Legal when necessary
  • In charge of internal department escalations. 
  • Keeping our escalations tracker up to date and being vigilant of any trends.  
  • Own CSAT Detractor cases and deliver feedback whenever and wherever applicable.   
  • Deliver findings and recommendations of each case/customer study after completing the handling of the escalation to the Director of CEM. 
  • Dive deep into root cause analysis of why the issue escalated, emphasizing areas of opportunity, contact times and touchpoints, identifying missing resources or processes and making a final assessment/summary.  


Your Professional Qualifications

  • Unmatched follow-up skills and sense of urgency
  • Strong desire to meet strict SLAs
  • Strong oral written and presentation communication skills
  • Proven dedication to delivering excellent customer service
  • Expert level knowledge of Kareo products and processes
  • Exemplary troubleshooting and problem-solving skills; uses critical-thinking techniques to determine correct solutions
  • Proven ability to de-escalate dissatisfied customers and resolve issues
  • Ability to work under pressure – researching and answering questions quickly and accurately
  • Work well with other team members – effectively collaborate while maintaining a positive and professional demeanor
  • Deliver feedback to leadership in a positive and diplomatic way so this can be pushed down the organization accordingly
  • Outstanding organizational skills
  • Ability to work in an environment without clear direction and to leverage other cross-functional teams and tools to solve issues


Our Values

  •  Passionate - Be Passionately Driven: We take pride in our work, inspire others to excel, and are dedicated to solving tough problems in healthcare. We hold ourselves to the highest standards. And we work with urgency because what we do matters.
  •  Customer-Focused - Dedicated to Customer Success: Helping our customers succeed directs every action we take. We’re committed to helping their practices run smoother so their patients can thrive. We are solution-oriented and aligned with their needs.
  •  Collaborative - Together We’re Better: Great teams are collaborative, selfless, hardworking, and dedicated. We are willing to do what it takes to get the job done so we can accomplish more together.
  • Growing - Constant Growth: We strive to have a growth mindset in all we do. We reject the status quo. We take a unique approach and make every effort to bring clarity to a needlessly complex industry. We are creative problem solvers that believe in making things better.


Kareo is an equal opportunity employer.  All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. 


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