Escalations Specialist - Senior Associate

About the role

Sutherland is hiring an Escalations Specialist in Kingston, Jamaica. As the highest level of direct customer support, you resolve complex, high-friction and escalated interactions, including high-value transactions and B2B large-scale orders, acting as the final line of resolution and turning dissatisfied customers into loyal advocates.

Key responsibilities

• Take full end-to-end ownership of complex, unresolved, multi-contact issues, especially for high-value transactions and enterprise B2B bulk orders, achieving one-and-done resolutions.
• Manage call flow and duration, balancing empathy, active listening and firm boundary setting without overpromising.
• Research independently across internal knowledge bases, policies and tracking tools to ensure accurate resolutions.
• Issue refunds, credits, fee waivers or complex policy exceptions autonomously within high-authority thresholds.
• Apply de-escalation frameworks to reduce frustration and improve CSAT while lowering DSAT.

Required profile

• At least 1 year of BPO/customer service experience handling escalations, retention or SME support.
• Experience issuing refunds, credits or policy exceptions without supervisor sign-off.
• B2 equivalent English with a neutral accent for North American clients.
• Ability to stay calm and professional on high-conflict calls and to set firm boundaries.
• Proven ability to handle back-to-back difficult calls with low DSAT and minimal wrap-up time.
• Must be 18 or older, hold a valid government ID, TRN and NIS card, pass a background check and drug test, and be available any day and shift, including weekends and public holidays.
• Must be able to train and/or work onsite at the Red Hills Road site.
• Preferred: customer service experience, good systematic problem solving, excellent attention to detail, and strong verbal and written communication.

Required skills

• Basic PC keyboarding over 30 WPM at 80% accuracy.
• Basic Microsoft Office (Outlook, Word, Excel).
• Multi-tasking with several applications; CRM experience preferred.
• Troubleshooting and technical issue resolution.

What we offer

• Competitive pay with incentives, overtime and shift differentials, plus annual merit increases.
• Paid training, vacation and sick leave, health and life insurance, and lunch benefits and subsidy.
• Discounts with corporate and retail partners, free shuttle for early and late shifts, and an on-site medical suite.
• Career development, reward programmes and a paid referral programme.