{"id":3716260,"url":"https://alion.io/job/tripleten-escalation-specialist-2","title":"Escalation Specialist","company":{"id":42093,"name":"TripleTen","domain":"tripleten.com","url":"https://alion.io/company/tripleten-comblog","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Comeet","truth_index":{"grade":"A","score":85,"open_postings":53,"ghost_share":0,"stale_share":0.509,"repost_share":0.151,"time_to_fill_p50_days":23,"computed_at":"2026-11-04T06:34:25Z"}},"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":["Quito, Ecuador"],"countries":["EC"],"hiring_countries":["EC"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Workspace","optional":false},{"name":"Jira","optional":false},{"name":"Notion","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-11-03T22:22:14Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-04T15:08:58Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Description\nTripleTen is an award-winning online school among technology bootcamps. Our mission is to help people change their lives and succeed in technology. We offer flexibility in studies, career mentoring, resume and portfolio preparation, and we guarantee employment after the course. Our employability rate among graduates is 87% across our Full Stack Development, Quality Assurance (QA) and Data Analytics.\nWe are now looking for an Escalations Specialist to join our LATAM team!\nThis role focuses on managing, de-escalating, and resolving critical and high-friction student issues across the LATAM market. You will be responsible for handling sensitive student cases, mitigating reputational and legal risks, and negotiating effective solutions while ensuring an empathetic and positive student experience.\nYour main goal will be to protect the company's reputation, prevent further escalation, and reach fair and effective resolutions for students and the business.\nPlease submit your updated resume or CV in English.\nWhat you will do\nAs an Escalations Specialist, you will be responsible for managing complex student complaints and high-risk cases, communicating directly with students, and coordinating with internal teams to achieve timely and effective resolutions.\nMain responsibilities will include:\nCase Analysis: Thoroughly investigate escalated cases, understanding the context, background, and specific circumstances of each student complaint.\nStudent Communication & De-escalation: Contact students directly through calls and written channels, build rapport, actively listen to their concerns, and de-escalate high-friction situations.\nConflict Resolution & Negotiation: Negotiate and mediate agreements with students, aiming to reach mutually acceptable solutions and prevent further escalation, including legal claims, formal complaints, or negative social media exposure.\nRisk Management: Identify potential reputational, legal, and business risks and take appropriate action to minimize their impact.\nCross-functional Collaboration: Coordinate with internal teams to investigate cases, align on solutions, and ensure timely resolution in accordance with company policies.\n Documentation & Follow-up: Maintain accurate records of case progress, agreements, communications, and outcomes, ensuring proper follow-up until resolution.\nRequirements\nAt least 1 year of experience in customer service, retention, escalations, or high-touch customer support roles.\nOutstanding active listening and communication skills, with the ability to handle sensitive and difficult conversations.\nStrong negotiation, persuasion, and mediation skills.\nExceptional empathy and emotional intelligence, combined with the ability to remain calm and professional under pressure.\nExcellent verbal and written communication skills in Spanish.\nProficiency in English for written and verbal communication.\nExperience using Slack, HubSpot, ActiveCampaign, and Google Workspace.\nFamiliarity with CloudTalk or similar VoIP and telephony tools.\nStrong organizational skills, attention to detail, and the ability to manage multiple complex cases simultaneously.\nA proactive, solution-oriented mindset and strong judgment when handling high-pressure situations.\nWhat we can offer you\n100% remote work.\n600 USD gross per month + monthly bonuses based on KPI results.\nFull-time role, Monday to Friday.\nA comfortable digital office. We use modern digital tools - Slack, Jira, HubSpot, Notion, etc. - to make the working together process seamless.\nA diverse and tight-knit team, spread out across the US, LatAm, and more!","description_format":"text","description_chars":3606,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"All levels","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Ecuador","iso":"EC","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Bootcamps","IT Training & Certification"],"lifecycle":[{"event":"open","at":"2026-11-04T00:52:22Z"}],"visa":[],"liveness":{"score":70,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.695,"p_room":1,"age_days":0,"expected_fill_days":23,"reasons":["conf:0","stale_co","wave","velocity","win:early","comp:junior,brand"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/tripleten-escalation-specialist-2","json_url":"https://alion.io/job/tripleten-escalation-specialist-2.json","meta":{"generated_at":"2026-11-04T17:39:14Z","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":27066,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"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":42093},"rest":"https://alion.io/mcp/rest/get_company?id=42093"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftripleten-escalation-specialist-2"},{"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%2Ftripleten-escalation-specialist-2"},{"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%2Ftripleten-escalation-specialist-2"},{"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/tripleten-escalation-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftripleten-escalation-specialist-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3716260}},{"tool":"search_jobs","arguments":{"company":"tripleten.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3716260},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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