- Escalation management: Route escalated cases to the right owner across all channels, keep handoff rules clear for upstream teams, and step in when cases are stuck or at risk of breaching SLA.
- Proactive monitoring: Track the support journey from self-service to escalation, set alerts for spikes and unusual patterns, and flag risks early.
- Crisis handling: Resolve sensitive and high-risk cases, coordinate with Legal, Risk, management, and BPOs, and document each case for review.
- Long-tail insights: Analyze rare but high-impact cases, log them, and turn patterns into SOP recommendations.
- Upstream fixes: Fix root causes directly (chatbot, Help Center, policy, training) with partner teams, and confirm the fixes reduce repeat cases.
Requirements
- Bachelor's degree or equivalent.
- Experience in escalation handling, crisis cases, contact center operations, or similar.
- Clear writing and speaking; Vietnamese and English is a must have.
- Good with data: able to spot patterns and turn them into clear recommendations.
- Calm under pressure; confident making and owning decisions on sensitive cases.
- Understanding of the support journey and CS KPIs (SLA, CSAT, recontact/reopen, resolution rate).
- Able to coordinate with multiple teams during urgent situations.
- Hands-on attitude: comfortable both suggesting fixes and implementing them.
- Able to work shifts, 5 days/week, with flexibility for urgent cases.
