{"id":1964960,"url":"https://alion.io/job/icanotes-customer-escalations-specialist","title":"Customer Escalations Specialist","company":{"id":680336,"name":"ICANotes","domain":"icanotes.com","url":"https://alion.io/company/icanotes","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":49000,"max_usd":94000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":165},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false}],"status":"live","first_seen_at":"2026-10-06T16:11:44Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-15T13:49:24Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"Behavioral Health EHR\nICANotes was founded in 1999. We work with all clinical disciplines in both outpatient and inpatient settings to deliver the most clinically robust and intuitive charting solution for this specialty.\nCompany Culture\nAt ICANotes, we believe in fostering a culture of continuous improvement and learning. We prioritize adaptability over inflexible processes and encourage cross-functional teams to work together and collaborate to achieve shared objectives. We promote transparency and open communication within teams and stakeholders, while fostering a culture of trust, respect, and accountability among team members.\nPosition Overview\nWe are seeking a detail-oriented Escalations Specialist to handle customer related escalation inquiries, partnering with our retention team. This role involves managing and triaging customer inquiries related to product/feature adoption, post-onboarding challenges, and cancellation requests. This role requires excellent communication, problem-solving skills, and the ability to handle critical customer issues in a professional and timely manner.\nKey Responsibilities\nOwn the escalation process for Plus customers, collaborating with cross-functional teams (Product, Engineering, QA, Support, Compliance) to drive timely and effective resolution of escalated issues.\nWork alongside the retention team, communicating with customers via phone and email to understand the reason for cancellation and offer potential solutions or alternative services to retain business\nWork closely with Support to develop training and knowledge base materials aimed at preventing future escalations.\nCommunicate regularly with customers, providing transparent updates and managing expectations.\nDevelop and refine escalation protocols and KPIs, ensuring SLAs are met or exceeded.\nEnsure all escalations are handled in compliance with healthcare regulations (e.g., HIPAA,)\nEnsure accurate documentation of escalation requests, feedback, and resolutions in CRM or ticketing systems\nCollaborate with billing and finance teams to handle final invoices, refunds, or outstanding balances\nAssist with additional support-related escalations in which a customer threatens to quit\nRequired Qualifications\n2+ years of experience in customer service, account management, or SaaS subscription management, with specific experience handling customer escalations\nUnderstanding of EHR software and healthcare industry regulations is a plus \nExcellent verbal and written communication skills.\nAbility to handle difficult conversations with professionalism and empathy.\nProficiency in CRM and ticketing systems (Salesforce, Zendesk, or similar).\nStrong problem-solving and negotiation skills.\nDetail-oriented with strong organizational skills.\nBenefits for full time domestic employees\nHealthcare (medical, dental, vision)- company pays for up to 75% of health insurance for both employee and dependents - some plans with HSA options\nBasic term and optional term life insurance\nShort-term disability (paid for by the company) and long-term disability\n401(k) and employer-matched retirement plan\nAccrued paid time off 120 per year with this increasing to 160 hours years 3-5 and 200 hours years 5+\nPosition fully remote. Must reside in the following states: AZ, CA, CO, FL, GA, IN, MD, MN, MO, NH, NJ, NY, NC, OH, PA, SC, TX, VA, WA\nNote this is an individual contributor role and does not include managing personnel. Role fully remote.\nNote: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.","description_format":"text","description_chars":3624,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance","Life insurance","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Telemedicine & Virtual Care","Digital Mental Health"],"lifecycle":[{"event":"open","at":"2026-10-06T17:02:25Z"}],"visa":[],"liveness":{"score":83,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.828,"p_room":1,"age_days":8,"expected_fill_days":31,"reasons":["conf:3","win:early","comp:junior"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/icanotes-customer-escalations-specialist","json_url":"https://alion.io/job/icanotes-customer-escalations-specialist.json","meta":{"generated_at":"2026-10-15T16:28:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25127,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":680336},"rest":"https://alion.io/mcp/rest/get_company?id=680336"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ficanotes-customer-escalations-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ficanotes-customer-escalations-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ficanotes-customer-escalations-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/icanotes-customer-escalations-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ficanotes-customer-escalations-specialist"}]}