{"id":1478976,"url":"https://alion.io/job/one-pass-escalations-specialist","title":"Escalations Specialist","company":{"id":684391,"name":"One Pass","domain":"one-pass.com","url":"https://alion.io/company/one-pass","size_band":"1-10","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":55500,"max":75500,"currency":"USD","period":"year","gross":null,"usd_annual":75500},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-29T12:44:34Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-14T14:27:32Z","board_verified":true,"closed_at":null,"days_open":15,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":15},"description":"About One Pass\nOne Pass is redefining how people engage with health, wellness, and everyday living. Through a comprehensive engagement and loyalty platform, we empower millions of members to live healthier, more connected lives. Backed by deep partnerships across healthcare and supported by a culture of innovation, cross-functional collaboration, and relentless curiosity, One Pass is scaling rapidly and shaping the future how people lead healthier, fuller lives.\nThe Role\nThe Escalations Specialist will be responsible for managing and resolving complex member cases and escalations, ensuring that our members have a seamless and positive experience with our services. You will work closely with our customer service team, other departments, partners, and management to handle high-priority or difficult issues, resolve conflicts, and ensure high levels of member satisfaction. You will also serve as the team’s subject matter expert on refund-related escalations, applying refund policies and procedures consistently, monitoring refund trends, and supporting refund reporting and analysis. Your goal will be to provide effective solutions, mitigate member dissatisfaction, maintain the integrity of our brand, and identify opportunities to improve the overall member experience.\nKey Responsibilities\nCase Resolution\nManage and resolve escalated member cases, including partnership/network access, technology issues, refund-related concerns, and other high-priority or complex member issues.\n\nInvestigate and analyze the root causes of escalated issues, providing tailored solutions to ensure member satisfaction and loyalty.\n\nCollaborate with other teams and external vendors/partners to resolve issues and improve member experiences.\n\nRefund Policy & Analysis\nServe as the team’s subject matter expert for refund policy, applying established guidelines consistently across member cases, making recommendations in accordance with established policies and business guidelines.\n\nReview and investigate complex refund requests and exception cases, making recommendations in accordance with established policies and business guidelines.\n\nConduct audits of refund cases and refund-related processes to ensure accuracy, policy compliance, consistency, and adherence to operational standards.\n\nMonitor, analyze, and report on refund trends, approvals, denials, and exception requests, flagging opportunities for process.\n\nShare insights and trends from escalated cases and refund analyses with relevant teams to drive continuous improvement and prevent recurring issues.\n\nIdentify opportunities to streamline processes and improve case resolution times.\n\nContribute to the development and maintenance of best practices, guidelines, and documentation for handling complex member cases and refund-related processes.\n\nAbout You\nYou're a proactive problem-solver who thrives under pressure and knows how to balance urgency with judgment. You bring strong customer service instincts, sharp time management, and the ability to prioritize competing escalations without losing sight of the member experience. You know when a case is yours to resolve and when it needs to go to internal management - and you make that call quickly and confidently. You communicate clearly in writing, are comfortable working across digital tools (including AI-assisted tools to draft and refine member communications), and you don't wait to be told there's a problem - you spot it and raise it.\nRequired Qualifications\n3+ years in escalations management, customer service, or a related role.\n\nProven experience managing complex cases and delivering resolutions in a timely and empathetic manner.\n\nDemonstrated experience using CRM systems, with Salesforce strongly preferred. Must be proficient in managing customer data, tracking interactions, and utilizing case management software to document, manage, and resolve member/customer inquiries and issues.\n\nStrong communication and interpersonal skills, with the ability to manage difficult situations with professionalism and empathy.\n\nExcellent problem-solving skills with a focus on resolution and member satisfaction.\n\nStrong analytical skills, with the ability to identify patterns across cases and translate them into practical recommendations.\n\nStrong time management and prioritization skills, with the ability to work effectively under pressure and handle multiple escalations at once.\n\nSound judgment in knowing when to independently resolve an issue versus escalating to internal management.\n\nExcellent written communication skills, with the ability to craft clear, empathetic, member-facing responses.\n\nStrong organizational skills and attention to detail, with the ability to document and track issues accurately.\n\nComfortable learning and working across multiple digital tools and platforms, including AI-assisted tools to support drafting communications and documentation efficiently.\n\nPreferred Qualifications\nBachelor's degree in business, communication, or a related field.\n\nExperience within the fitness or healthcare industry.\n\nFamiliarity with Salesforce and case management software.\n\nUnderstanding of the fitness/gym membership industry.\n\nWork Location & Eligibility\nOne Pass Solutions, Inc. offers a flexible work environment. We operate as a hybrid company in the Minnesota-St. Paul Twin Cities area, where team members are expected to work in-office three days per week. We also support remote work across a number of U.S. states.\nWe are currently able to employ individuals who reside in the following states:\nArizona, California, Colorado, Connecticut, Delaware, Florida, Georgia, Illinois, Kansas, Maryland, Massachusetts, Michigan, Minnesota, Montana, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Tennessee, Texas, Virginia, Washington, D.C.\nPlease note: At this time, we are unable to employ individuals residing outside of these jurisdictions.\nOne Pass Solutions, Inc. commits to provide a work environment free of discrimination and harassment, as well as equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. You may view all of One Pass Solutions, Inc.’s recruiting notices here, including our EEO policy, recruitment agency policy, recruitment scam notice, and important E-Verify information.","description_format":"text","description_chars":6415,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Gym membership"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Florida","iso":null,"kind":"city"},{"name":"Kansas","iso":null,"kind":"city"},{"name":"Illinois","iso":null,"kind":"city"},{"name":"Maryland","iso":null,"kind":"city"},{"name":"Massachusetts","iso":null,"kind":"city"},{"name":"Connecticut","iso":null,"kind":"city"},{"name":"Delaware","iso":null,"kind":"city"},{"name":"Colorado","iso":null,"kind":"city"},{"name":"Georgia","iso":null,"kind":"city"},{"name":"California","iso":null,"kind":"city"},{"name":"Arizona","iso":null,"kind":"city"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Loyalty Programs","Wellness Programs"],"lifecycle":[{"event":"open","at":"2026-09-29T19:35:30Z"}],"visa":[],"liveness":{"score":73,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.812,"p_room":0.9,"age_days":14,"expected_fill_days":25,"reasons":["conf:0","win:mid"],"computed_at":"2026-10-14T06:34:16Z"},"pay":{"stated_usd_annual":75500,"is_top_pay":false},"html_url":"https://alion.io/job/one-pass-escalations-specialist","json_url":"https://alion.io/job/one-pass-escalations-specialist.json","meta":{"generated_at":"2026-10-14T17:21:13Z","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":22220,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"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":684391},"rest":"https://alion.io/mcp/rest/get_company?id=684391"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fone-pass-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%2Fone-pass-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%2Fone-pass-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/one-pass-escalations-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fone-pass-escalations-specialist"}]}