Investigations Customer Champion

About the role

The Investigations Customer Champion sits above the frontline support team, handling escalated, complex, or high‑impact cases that require deeper product knowledge and decisive problem‑solving. You will be the go‑to person when issues cannot be resolved by first‑line agents, ensuring customers feel heard and supported during challenging situations.

Key responsibilities

• Own and resolve escalated customer cases across chat and email, including technically complex, emotionally sensitive, or high‑impact situations.
• Apply strong product knowledge to diagnose issues efficiently and explain solutions clearly and calmly.
• Use sound judgement and logical problem‑solving to work through unclear or incomplete information and reach fair outcomes.
• Troubleshoot issues end‑to‑end using internal tools, documentation, and established processes, escalating further when necessary.
• Support frontline Champions by answering questions, sense‑checking responses, and providing guidance on complex cases.
• Run occasional training, shadowing, or knowledge‑sharing sessions to help junior agents build confidence.
• Identify recurring themes in escalations and raise them to drive continuous improvement.

Required profile

• Proven ability to handle escalated customer issues with empathy and professionalism.
• Strong analytical and logical problem‑solving skills.
• Excellent communication skills, able to explain technical solutions in simple terms.
• Flexibility to work shifts that may include evenings and occasional weekends to match US and UK user hours.
• Willingness to collaborate with and mentor junior team members.

Required skills