Role Overview

Urban Company is seeking highly motivated and customer-focused Social Media Escalation Executives to join the Customer Experience (CX) team.

In this role, you will resolve customer escalations received through social media platforms, ensuring timely, empathetic, and effective communication. You will represent Urban Company on social channels while protecting the brand's reputation and driving customer satisfaction.

Key Responsibilities

• Act as the primary point of contact for escalated customer concerns received via social media channels.
• Take complete ownership of escalated cases, ensuring end-to-end investigation, resolution, and closure.
• Coordinate with internal teams to resolve complex customer issues within defined SLAs.
• Engage proactively with dissatisfied customers to turn negative experiences into positive outcomes.
• Identify recurring issues and share insights with relevant te...