Navan is looking for an Admin Escalation Lead to join our Services team to provide unparalleled escalation support for Designated customer issues. You’ll be responsible for solving complex issues the Navan way by helping Designated customers (travel managers and admins) in any high level or high priority (urgent travel) customer issue. You possess strong written and verbal communication skills and innovative problem solving abilities that will wow our customers and make sure both the customer and the company are taken care of. In this role you will collaborate with various teams across the company to drive and provide elevated problem solving / escalation resolution. You will create deep customer trust by driving all escalations through to resolution, and provide high level support coverage that will build brand equity and strong business results.
The ideal candidate is a highly-motivated self-starter with demonstrated experience in providing creative and innovative thinking and problem solving in dealing with customer escalations. You have strong experience in travel and have demonstrated experience successfully making customers believe in Navan service. You have a strong customer facing service acumen and you’re comfortable working with all levels of customers and work effectively across internal teams and stakeholders to build long lasting service relationships.
What You’ll Do:
- Respond to support inquiries and requests via telephone, email, and chat within SLAs (2 hours for urgent inquiries, 1 business day for others)
- Research issues, find root cause and document product issues via Jira as necessary to fix issues
- Document all inquiries, requests, resolutions, and follow-up tasks
- Use business intelligence to identify, track, and action trends in escalation types to reduce volume and provide a better customer experience
- Escalate inquiries and requests as necessary to the appropriate department or person following guidelines ie. final resolution documentation to all involved in customer management
- Handle escalations related but not limited to: product, service errors, refund discrepancies, fare differences, post-booking travel issues, missing Navan charges
- Display a courteous and empathetic attitude to all customers, finding mutual resolution while providing excellent service, striving for first contact resolution
- Gain renewed trust with existing customer accounts through exceptional customer service and effective resolution techniques
- Meet performance metrics as outlined (TBD) and communicate timeline to customer
- Handle calls and chats as required
- Collaborate closely with travel consultants and travel leads as needed to resolve issues
- Comfortable working in a high pressure role
- Demonstrated ability to prioritize tasks and manage time efficiently
- Provide the best in class service mirroring our brand reputation
What We’re Looking For:
- 5+ years customer facing escalation experience at a travel company/or top travel brand that solves customer issues to increase satisfaction and sales. TMC experience preferred
- Scrappy self-starter problem solver: High volume of work and on call customer conversations when necessary
- Demonstrated success in gaining the relationships of C-Suite customers and frequent traveling employees
- Sincere care in taking care of customer issues and building relationships
- Ability to deliver final resolution when the outcome may not be as expected in a professional and empathetic manner
- Solve complex issues and create long term trust in our brand
- Work with management as necessary to solve complex issues
- Collaborative mindset. You thrive in cross-functional environments and have worked with customer success, leadership, product, sales to make customers issues turn to opportunity
- Self-starter with a mentality to think of ways to solve complex problems for experimentation and think of ways to negotiate on behalf of the customer and company. You’re always looking for ways to do your job better and you never wait to be told what to do. When you see an opportunity, you jump on it. You want to help others
- A positive attitude: You’re a team player and you’re resilient in the face of challenges.You make our customers believe in our support and how we solve issues when they arise
- Strong organizational skills with ability to effectively prioritize multi customer issues that may be pending
- Bachelor’s degree preferred
- An undeniable passion for travel and customer resolution.