Job Description
The Escalations Analyst owns complex guest cases, leads recovery strategies for lost guests, and builds scalable case-management processes across Guest Care, Franchisees, and cross-functional partners.This position serves as a key escalation point for high-impact guest issues, including those raised by senior leadership, and partners closely with Operations, Marketing, Development, and Technology teams to improve guest outcomes and franchise performance.
The ideal candidate is proactive, high-energy, collaborative, and comfortable working in a fast-paced, evolving environment.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• 5+ years of experience in Guest Experience, Customer Care, Case Management, or related field.
• Experience improving processes and systems for customer experience teams.
• Strong cross functional collaboration.
Experience working with reporting tools.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.