XTN-C096595 | CORPORATE ESCALATION SPECIALIST

We are seeking an experienced professional to join our Corporate Escalations team. In this role, you will manage high-priority escalations and coordinate timely, high-quality responses across internal teams and external partners.
Our primary objective is to triage complex, high-visibility customer situations and drive resolution. We take a customer-first approach—listening to understand the issue, aligning stakeholders, and delivering the best available outcome while protecting the customer experience and the Arlo brand.
This position requires strong critical thinking, structured problem-solving, and confident communication. The ideal candidate is customer-centric, comfortable navigating ambiguity, and able to deliver results independently while collaborating effectively with cross-functional partners.

• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• Respond to customer escalations and related requests within established service-level targets.
• Assess complex situations, identify root causes and risks, and execute action plans to drive timely resolution.
• Serve as a senior point of contact for issues and complaints across phone, email, and other support channels.
• Proactively monitor high-priority cases and provide updates and guidance to ensure progress toward resolution.
• Capture themes and insights from escalations and recommend improvements to front-line support and customer experience.
• Communicate customer feedback and resolution status clearly to internal stakeholders.
• Coordinate responses and deliverables with external agencies and vendor partners, ensuring commitments are met on time.
• Escalate potential safety, hazard, or legal matters to appropriate internal teams in accordance with policy.
• Support brand reputation management by handling escalations from social/community channels and third-party forums within established timelines.
• Partner with cross-functional teams to complete projects, investigations, and process improvements.
• Maintain accurate, thorough case documentation and records.
• Support returns and replacements workflows; coordinate with supply chain partners as needed.
• Contribute to continuous improvement by recommending and helping implement process and documentation updates.
• Meet or exceed established performance expectations and quality standards.
• Maintain current knowledge of products, services, and policies through ongoing training and self-directed learning.

• Excellent written and verbal communication skills.
• Strong analytical, critical thinking, and problem-solving skills.
• High attention to detail and strong documentation practices.
• Ability to manage multiple priorities and adapt quickly in a fast-paced environment.
• Ability to remain calm and effective under pressure.
• Receptive to feedback and committed to continuous improvement.

• Bachelor’s degree or equivalent relevant experience.
• Training or coursework in negotiation, conflict resolution, or critical thinking is a plus.
• 2+ years of customer service experience supporting e-commerce customers.
• 2+ years of experience in escalation support, technical support, or complex case management.
• 1+ year of experience providing technical support for consumer electronics.
• Experience as Level 2 Support, Subject Matter Expert (SME), Escalations Lead, or Executive/Corporate Escalations is strongly preferred.