What are the responsibilities and job description for the Escalations Coordinator position at Tailored Management?
This company provides a global platform for booking short-term stays and unique accommodations. It prioritizes secure transactions, user experience, and community-driven hospitality. Dedicated support ensures a smooth and safe experience for both guests and hosts.
Job Title: Escalations Coordinator
Location: San Francisco, CA (888 Brannan St)
Pay Rate: $44.29/hr (Weekly pay on W2) Medical, Vision, and Dental benefits
Contract Length: 1 Year
What You’ll Do
Act as the primary liaison between Hosts and internal teams, handling high-value inquiries and escalations.
Provide expert knowledge on company policies, Community Support, and brand risk topics.
Conduct in-depth research to resolve Host issues with professionalism and clarity.
Manage and triage escalations, assigning tickets and providing resolution recommendations.
Respond promptly to Host inquiries via email, ensuring high-quality service.
Proactively improve listing quality to increase the percentage of 5-star bookings.
Support in-market events and collaborate with Market Management Teams.
Maintain a proven track record of meeting or exceeding SLA response times.
Your Day-to-Day
Address and resolve escalated Host concerns with active listening and problem-solving skills.
Work closely with internal teams to streamline processes and optimize support workflows.
Communicate effectively with stakeholders to drive Host satisfaction and operational efficiency.
Utilize tools like Salesforce, G-Suite, and Jira to track, manage, and resolve escalations.
What We’re Looking For
Experience: 4 years in Customer Support or Account Management.
Skills: Strong communication, problem-solving, and conflict-resolution abilities.
Technical Proficiency: Experience with Salesforce, G-Suite, and Jira (preferred).
Salary : $44
