Escalation Specialist

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 Specialist to join our LATAM team! This role focuses on managing, de-escalating, and resolving critical and high-friction student issues across the LATAM market. You will be responsible for handling sensitive student cases, mitigating reputational and legal risks, and negotiating effective solutions while ensuring an empathetic and positive student experience. Your main goal will be to protect the company's reputation, prevent further escalation, and reach fair and effective resolutions for students and the business. Please submit your updated resume or CV in English. What you will do: As an Escalations Specialist, you will be responsible for managing complex student complaints and high-risk cases, communicating directly with students, and coordinating with internal teams to achieve timely and effective resolutions. Main responsibilities will include: Case Analysis: Thoroughly investigate escalated cases, understanding the context, background, and specific circumstances of each student complaint. Student Communication & De-escalation: Contact