Customer Escalations Specialist - Salesforce | Member

Member Escalation Advocate

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.**