Escalations and Risk Management Specialist LATAM

hace 2 semanas

Quito TripleTen
TripleTen 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.

We are now looking for an Escalations and Risk Management Specialist to join our LATAM team

This critical role focuses on managing the most sensitive, high-risk, and complex student cases in the LATAM market.

Your main goal will be to prevent reputational damage, legal escalation, and financial disputes while ensuring a fair, empathetic, and solution-oriented experience for our students.

Please submit your updated resume or CV in English.


What you will do:


As an Escalations & Risk Management Specialist, you will be responsible for handling negative public cases, managing bank disputes and chargebacks, and overseeing Money-Back Guarantee cases, driving alignment across teams to resolve cases effectively.


Main responsibilities will include:


High-impact case management: manage complex and sensitive escalations that require senior-level review, including external escalations, compliance-related matters, and payment disputes.


Risk mitigation:
assess potential business, financial, and brand risks associated with escalated cases and coordinate appropriate response strategies.

Legal & Financial Escalations:
coordinate cases involving legal action, working closely with Legal and Payment teams.

Student Communication & De-escalation: conduct sensitive conversations with empathy and professionalism, clearly explaining decisions, policies, and next steps while aiming to reduce conflict and frustration.


Cross-Functional Collaboration:
work closely with various teams to investigate cases, gather evidence, and align on resolutions.

Investigation & Documentation:

thoroughly review student history, contracts, internal communications, and system records; document findings and decisions clearly for internal tracking and audits.


Reporting & Tracking:
maintain accurate records of escalated cases, outcomes, timelines, and risk levels, and contribute to regular reports for leadership.


Requirements:
At least 3 years of experience in customer service, retention, escalations, or high-touch customer support roles.
Native Spanish.
Intermediate English level (B1–B2) for written and verbal communication.
Exceptional empathy and emotional intelligence.
Strong written and verbal communication skills.
Ability to handle difficult conversations calmly and professionally.
Strong sense of responsibility, with the ability to manage cases end-to-end and proactively follow up until resolution.
Excellent organizational skills, capable of managing multiple complex cases simultaneously with high accuracy.
Proven ability to work cross-functionally with multiple teams and stakeholders.
Solution-oriented approach with sound judgment in high-pressure situations.


Nice to have:
Experience handling legal claims, escalations.
Background in EdTech, SaaS, or education environments.
Familiarity with CRM tools, ticketing systems, and internal documentation platforms.
Experience managing public complaints.


What we can offer you:
100% remote work.
700 USD gross per month + monthly bonuses based on KPI results.
Full-time role, Monday to Friday, 9:00 AM – 6:00 PM CST.
A comfortable digital office. We use modern digital tools — Slack, Jira, HubSpot, Notion, etc. — to make the working together process seamless.
A diverse and tight-knit team, spread out across the US, LatAm, and more
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