NEW JOB OPENING
CUSTOMER ESCALATIONS SPECIALIST - SALESFORCE | MEMBER SUPPORT
IN Charlotte, NC, USA!

 

Date Posted: 08/25/2026
Hiring Organization: Rose International
Position Number: 506286
Industry: Software/Financial Services/IT Company
Job Title: Customer Escalations Specialist - Salesforce | Member Support
Job Location: Charlotte, NC, USA, 28277
Work Model: Hybrid
Work Model Details: 3 days onsite per week
Shift: Standard Business Hours
Employment Type: Temporary
FT/PT: Full-Time
Estimated Duration (In months): 3
Min Hourly Rate($): 20.00
Max Hourly Rate($): 30.00
Must Have Skills/Attributes: Project Coordinator, SalesForce
Nice To Have Skills/Attributes: Analytical Skills, JIRA, Reporting
Experience Desired: SalesForce expereince (3+ yrs); Strong analytical skills with a member-focused, forward-looking approach (3+ yrs); Experience with SFDC, JIRA, and reporting tools for support optimization (3+ yrs)

**C2C is not available**

 

Job Description
Must Have:

• Salesforce experience



Job Summary:

• Member Escalation Advocate

• Join Credit Karma's Escalation Team to proactively identify and resolve escalation risks before they impact members

• Success is measured by escalation reduction, member satisfaction, and effective cross-team partnership

• Strong written communication and adaptability are essential



What You'll Do

• Proactively engage at-risk members to reduce escalations and organizational risk; partner with Analysts on process improvements and contact drivers

• Serve as SME across Credit Karma's priority verticals, products, and services

• Own complex, escalated cases requiring deep product knowledge, research, and cross-functional collaboration

• Support members across email, chat/SMS, social, and phone channels

• Advocate for the member voice — analyze feedback and data, and surface experience trends to stakeholders

• Present findings to Legal, Compliance, Product, and Trust & Safety

• Maintain and improve knowledgebase and Help Center content

• Partner with vendor teams to support growth and reduce escalation rates

• Mentor peers on escalation triggers and compliance risk

• Work cross-functionally to prioritize contact drivers, feature requests, and documentation needs



Ideal Candidate

• 3-5 years of progressive member support experience; financial institution background preferred

• Strong analytical skills with a member-focused, forward-looking approach

• Proactive peer mentor who takes initiative and ownership

• Proven track record resolving complex issues and managing escalations

• Experience with SFDC, JIRA, and reporting tools for support optimization

• Assertive communicator, highly organized, detail-oriented, and action-biased

• Adaptable to a fast-changing environment
  • **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

  • **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**


 

Benefits:
For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website.

California Pay Equity:
For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here.

Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).

 

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About Rose

  • Founded in 1993
  • Office Locations Across the U.S.
  • 150+ Clients: Corporations and Government Agencies
  • Employee Oriented Company
  • Challenging Assignments Across the U.S.
  • Continuous Professional Development

Your team at Rose International is always very helpful and responsive.

Barbara, Consultant

Rose International maintained good communication during assignments and are very informative through email and phone calls.

Sade, Consultant

Working for Rose International was the most pleasant assignment I have ever had. They were always on top of situations when necessary, and very helpful. I was very proud to be an employee of Rose International, and would recommend anyone to try to work with them.

Melvon, Consultant

It was great working for Rose International. Everyone was extremely helpful.

Rosann, Consultant

Any time I did have a question and called, the phone was always answered, and my question/concern was immediately resolved.

Sally, Consultant

EMPLOYEE COMMENTS

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