We9re looking for an Escalations Manager to own resolution of Power Packs9 highest-value and highest-risk customer cases, serving as the definitive decision point when a case is too sensitive, too high-value, or too legally exposed for front-line handling. You9ll take cases from intake to resolution - independently verifying the underlying data, applying established judgment frameworks, and knowing exactly when to bring in leadership, Legal, or Finance. This role blends investigation, de-escalation, and cross-functional coordination, and sits at the center of how we protect both the customer relationship and the business on our most sensitive cases.

You9ll report to the Director, Customer Experience, with flexibility to work from Santa Ana, CA, Jersey City, NJ, or remotely. We believe that there is significant value in in-person collaboration. If you live within a 1 hour commuting distance to one of our offices, you will be required to be onsite most of the time. This will be discussed further as part of the recruiting process. Travel is not required for this role.

What You9ll Do:

• Act as the primary escalation point for cases surfaced by the front-line CS team, reviewing each case and pulling together the supporting data before deciding next steps
• Independently verify customer claims against source data - Card Ladder valuations, sales comps, purchase and spend history, buy-back proceeds, and refund history - before proposing a resolution
• Apply established decision frameworks across recurring case types, including valuation disputes, tier/probability disputes, hardship refund requests, and mislabeled or damaged item claims
• Lead direct-to-customer phone calls on sensitive disputes to understand intended outcomes and de-escalate before a case becomes a settlement or legal matter
• Own the end-to-end settlement process for cases with legal exposure - routing through Legal for approval, coordinating signed agreements, and submitting refund requests to Finance
• Keep the settlement tracker current in real time as cases move through the pipeline
• Flag judgment calls and precedent-setting cases to the Director, Customer Experience before committing to a resolution
• Spot patterns across escalations - repeat disputers, systemic valuation issues, recurring complaint types - and surface them to leadership proactively

Who You Are:

• Proven ability to manage sensitive, high-stakes conversations with stakeholders across the business and directly with customers, and drive cases to resolution.
• Excellent communication, organization, and problem-solving skills.
• Proficient with Google Sheets / Microsoft Excel.
• 5+ years of experience in customer support, escalations, claims, or trust & safety.

Salary Range:

The salary range for this position is $94,779-$153,876. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation, please ask your recruiter for details.

Reasons To Join Us:

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision
• Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits
• 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals
• Vacation: All salaried employees are eligible for flexible time-off
• Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays
• Employee Discounts: Employees receive discounts on select grading services for approved submissions
• Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs
• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities

Candidates must be authorized to work in the United States.

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