Customer Service Escalations Specialist

Customer Service Escalations Specialist
FLSA Status: Non-Exempt
Annual Salary: $40,000 to $65,000 USD
Work Location: Hybrid, Chicago, IL
Who we are
Mixam is a technology start-up with a leading printing platform that makes customizable products for a global audience. We make print easy, accessible, and affordable with competitive pricing, exceptional materials and professional customer service. Our printing solutions combine expert knowledge with the latest technology to give individuals and businesses unparalleled online shopping experiences.
People are at the center of everything we do. Fueled by idea-sharing and collaboration, our diverse and inclusive team leverages every member's strengths and skills to ensure they can grow in a thriving, dynamic environment. Your work will directly contribute to the success of our business and ultimately help customers realize their ideas as tangible, lasting creations.
What we need 
Mixam is looking for enthusiastic individuals that want to give a reliable, engaging and excellent support experience to our customers. Our Customer Escalations Specialists do more than just talk to customers, they provide solutions to their print needs and engage in every aspect of the customer’s experience. 
Things you’ll be responsible for:
Collaborate with cross-functional teams, including customer support, technical support, product development, and management, to facilitate problem-solving, gather additional resources or expertise, and ensure a coordinated response to customer escalations.
Identifying customer needs and taking proactive steps to maintain positive experiences.
Act as the primary point of contact for escalated customer complaints, or issues that require special attention beyond the capabilities of frontline customer service representatives.
Tracking customer experiences across online and offline channels, devices, and touchpoints.
Conduct thorough investigations into escalated cases to understand the root cause of the problem, gather relevant information, and assess the severity and urgency of the situation.
Develop and implement action plans to address escalated issues, considering the best interests of the customer while aligning with company policies, procedures, and objectives.
Keep detailed records of escalated cases, including customer interactions, investigation findings, actions taken, and resolution outcomes, to ensure accountability, traceability, and continuous improvement.
Your Skills and Abilities
At least one (1) year experience in a similar role
Ability to work independently and with integrity
Communicate effectively via chat, phone, and email and have a sense of urgency
Manage multiple stakeholders and multiple communication channels
Maintaining a calm and professional demeanor
Ability to de-escalate conflicts verbally and in writing
Nice to have but not required
Experience with image editing or graphic design
Experience working with Global Teams 
Your future team
Manager
Stephen M: I am the US Customer Success Lead and I oversee the US customer support team by fielding their questions, requests, scheduling and anything else they need. My favorite thing about working for Mixam are the people I have grown to know.  There are some wonderful people I have worked with over the past couple years. Outside of work you can find me spending time with the people I love, and playing disc golf at the local course.  I compete in tournaments on the weekends.
Colleagues
Sara W: I started as a Customer Service Representative with Mixam in 2020 at the beginning of COVID and am now the Head of Operations US. I love that Mixam recognizes talent and invests in its employees so they can grow with the company.
Evelyn R: I work in the Customer Service Team at Mixam US. My favorite thing about working at Mixam is how everyone is willing to help you with any stumbles you may encounter and work as a team to resolve problems. There are also many resources they offer to help you learn about any certain topics you may not be familiar with. Outside of work I like to sleep and not stress about work which is great because at Mixam any critical or time sensitive work can be finished as a team so it’s not a one person job.
What’s In It For You
Mixam covers above the market standard for Medical, Vision, and Dental at 50% (industry standard is 30%)
15 vacation days
5 sick days
Snacks and beverages for the office
100% match up to 3% on 401(k), 50% match at 4-5%
DEI/Environmental Statement
Join our team and be part of a transformative journey where diversity, equity, and inclusion (DEI) are not just words but integral values that shape our culture and drive our success. We believe that fostering a diverse and inclusive workplace not only strengthens our team but also fuels innovation and creativity.
Moreover, we are deeply committed to protecting the environment and minimizing our ecological footprint. From reducing waste and carbon emissions to implementing sustainable practices across our operations, we strive to be stewards of our planet. By joining us, you'll not only contribute to meaningful work but also be part of a company that prioritizes social responsibility and environmental sustainability.
Together, let's create a future where everyone feels valued, empowered, and inspired, while also safeguarding the beauty and vitality of our planet for generations to come.
Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. No one ever meets 100% of the qualifications! We encourage anyone who is interested to apply based on the responsibilities and requirements outlined. You may be the ‘diamond in the ruff’ that we are waiting for! We look forward to your application.
Mixam  is an equal opportunity employer and committed to providing an open, welcoming environment for everyone.